This Service Level Agreement ("SLA") outlines the service commitments provided by HavocNodes Hosting ("HavocNodes," "we," "our," or "the Company") to clients ("you," "your," "Customer") who purchase or utilize eligible HavocNodes services. This SLA forms part of the Terms of Service and applies only to paid services. HavocNodes may update or modify this SLA at any time. Continued use of our services constitutes acceptance of the updated terms.
This SLA applies to the following services:
This SLA does not apply to Remote DDoS Protection services, beta services, test environments, reseller environments not directly contracted with HavocNodes, or any third-party platforms.
2.1. Downtime
A period during which the Customer’s service is unavailable due to: network unreachability at HavocNodes’ datacenter edge; host node unavailability (for VPS, Minecraft, and Web Hosting); total outage of the assigned dedicated server hardware; or panel unavailability (for panel SLA only).
2.2. Availability
Availability (%) is calculated per calendar month as: Availability = (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100.
2.3. Scheduled Maintenance
Pre-planned work performed by HavocNodes to maintain, upgrade, or improve infrastructure. Scheduled Maintenance does not count as downtime.
2.4. Internal Monitoring
All uptime and downtime measurements are based solely on HavocNodes’ internal monitoring systems. Third-party monitors are explicitly excluded.
3.1. Network Uptime (99.9% or 99.99% depending on service tier)
Enterprise-tier services (Dedicated Servers, Bare Metal, and infrastructure-level services): 99.99% Network Uptime Guarantee. Standard services (VPS, Minecraft Hosting, Web Hosting): 99.9% Network Uptime Guarantee. Network uptime refers to availability of the public network at the datacenter edge. Network saturation or upstream issues outside our control are excluded.
3.2. VPS, Minecraft, and Web Hosting Node Availability (99.9%)
We guarantee 99.9% host node availability for VPS, Minecraft Hosting, and Web Hosting services. Downtime includes node crashes, hypervisor failure, and power failure at the facility.
3.3. Dedicated Servers / Bare Metal (99.99%)
We guarantee 99.99% availability for dedicated servers. Downtime includes complete hardware failure, network unavailability, or power failure affecting your physical machine. We do not provide a hardware replacement SLA at this time; however, hardware issues resulting in service unavailability are counted as downtime.
3.4. Control Panel Availability (99%)
Pterodactyl, VirtFusion, and HavocNodes-branded control panels carry 99% availability. Panel availability affects only panel access — not server availability. If the panel is down but your server is reachable via its IP, this counts as panel downtime, not network downtime.
3.5. DDoS Mitigation (Best Effort)
HavocNodes provides DDoS mitigation on a best-effort basis, utilizing upstream scrubbing providers. No SLA credit is offered for DDoS-related downtime. Extremely large or atypical attacks may exceed provider filtering capacity.
Downtime resulting from any of the following does not qualify for SLA compensation:
5.1. Credit Calculation
For eligible downtime, HavocNodes will provide the following compensation: 5% of the monthly service fee for every 30 minutes of verified downtime. Credits are applied to the affected service only.
5.2. Compensation Cap
Credits are capped at a maximum of 100% of the monthly value of the affected service. No monetary refunds are issued under any circumstances. Credits have no cash value and are non-transferable.
5.3. Claim Submission
To submit an SLA claim: A ticket must be opened within 7 days of the incident and must include the date and time of outage, description of impact, and affected service ID. HavocNodes will verify the incident using internal monitoring systems. Decision is final and at HavocNodes’ discretion.
This SLA is the Customer’s exclusive remedy for downtime. This SLA does not apply to: