ARC HOST strives to provide a highly resilient and fault-tolerant infrastructure. We guarantee a minimum 99.9% monthly network and server availability across all active Discord Bot Hosting, Minecraft Game Servers, Lavalink Audio Nodes, and Cloud VPS services.
If our systems fail to meet this 99.9% threshold during any given calendar month, eligible clients are entitled to service credit in accordance with the credit matrix below.
Service credits are calculated as a percentage of your monthly recurring service invoice and applied directly to your ARC HOST client account balance:
| Monthly System Availability | Service Credit Compensation |
|---|---|
| 99.0% – 99.89% | 10% of monthly invoice credited |
| 98.0% – 98.99% | 25% of monthly invoice credited |
| 95.0% – 97.99% | 50% of monthly invoice credited |
| Below 95.0% | 100% of monthly invoice credited |
Availability is calculated on a 24-hour basis through our independent external monitoring probes (pinging gateway ports, HTTP API endpoints, and hypervisor daemon status). Downtime is defined as total loss of incoming and outgoing packet communication to the client's container or virtual machine that is directly attributable to ARC HOST hardware, host node OS, or core datacenter network switching.
The following events are not considered unscheduled downtime and are excluded from SLA claims:
In the rare event of a physical server component failure (such as CPU degradation, NVMe drive read/write anomalies, or power supply failure), ARC HOST commits to migrating containers to a standby standby node within 15 minutes of diagnosis.
To request a service credit, please open a support ticket within 7 calendar days of the incident through our Discord Support Center or by emailing archostingxyz@gmail.com with your Server UUID, approximate downtime start/end times, and relevant logs.
