Service Level Agreement

Rivix guarantees 99.9% uptime for all Minecraft server instances. This excludes:

• Scheduled maintenance (announced 48 hours in advance)
• Customer-initiated actions (restarts, migrations, config changes)
• Force majeure events (natural disasters, ISP outages, DDoS attacks exceeding mitigation capacity)
• Issues caused by custom mods, plugins, or world corruption

Uptime is measured monthly from the first day of service. If we fail to meet 99.9% uptime in any calendar month, you are eligible for service credits.

If uptime falls below 99.9% in a calendar month, you receive:

• 99.0% - 99.8% uptime: 10% service credit
• 95.0% - 98.9% uptime: 25% service credit
• Below 95.0% uptime: 50% service credit

Service credits are applied to your next billing cycle automatically. To claim credits, submit a ticket within 7 days of the incident with affected server details.

Credits are capped at 50% of monthly service fees and cannot be exchanged for cash.

Rivix commits to maintaining low-latency network performance:

• Vint Hill, VA: Sub-25ms latency to US East Coast players
• DDoS Protection: Always-on Layer 3/7 mitigation tuned for Minecraft traffic
• Network Uptime: 99.9% availability on our backbone connections

Network metrics are published on our status page: status.rivixservers.com

We target the following median response times for support tickets:

• Critical (server down): <5 minutes
• High (performance issues): <10 minutes
• Normal (questions, migrations): <30 minutes
• Low (feature requests): <24 hours

These are target response times, not resolution times. Complex issues may require additional investigation. Support is available 24/7 via our ticket system.

Rivix performs automated backups:

• Frequency: Daily automated backups at 3 AM UTC
• Retention: 7 daily backups retained
• Manual Backups: Unlimited on-demand backups via panel
• Recovery Time: Target <15 minutes for world restoration

While we maintain reliable backups, you are responsible for maintaining your own off-site copies of critical world data.

This SLA does not cover:

• Issues caused by your custom code, mods, or plugins
• Performance degradation due to world size or player count exceeding plan limits
• Downtime during your requested migrations or upgrades
• Third-party service failures (DNS providers, payment processors)
• Violations of our Acceptable Use Policy