Phantom Hosting Service Level Agreement / Uptime Policy
Last Updated: July 8th, 2026
This Service Level Agreement and Uptime Policy explains Phantom Hosting’s uptime target, support expectations, service credit rules, and situations that may not qualify as downtime.
This policy applies to services provided by Phantom Hosting by Phantom Productions LLC.
By purchasing, renewing, or using any Phantom Hosting service, you agree to this Service Level Agreement / Uptime Policy, our Terms of Service, Refund Policy, Acceptable Use Policy, Privacy Policy, Cancellation Policy, and any other posted Phantom Hosting policies.
1. Uptime Target
Phantom Hosting aims to provide 99% uptime for eligible hosting services.
Customers may view service status at:
status.phantom-hosting.net
The 99% uptime target is a service goal and does not mean services will be uninterrupted, error-free, attack-proof, or available at all times.
2. Services Covered
This policy may apply to eligible Phantom Hosting services, including:
Game server hosting
Website hosting
cPanel hosting
VPS hosting
Dedicated servers
Email hosting
Discord bot hosting
Other hosting services provided by Phantom Hosting
Some services, add-ons, third-party products, domains, licenses, setup labor, managed support labor, custom work, or provider-dependent services may not qualify for uptime credits.
3. Definition of Downtime
For this policy, downtime means a service is unavailable due to an issue caused by Phantom Hosting-controlled infrastructure, network, or systems.
Downtime may include situations where:
The service cannot be reached from the public internet.
The hosting node is offline.
The service is unavailable because of a Phantom Hosting-controlled network issue.
The service is unavailable because of a Phantom Hosting-controlled hardware or infrastructure issue.
Downtime must be confirmed by Phantom Hosting monitoring, provider information, support review, or other reasonable evidence.
4. What Does Not Count as Downtime
The following situations do not count as qualifying downtime under this policy:
Scheduled maintenance
Emergency maintenance
Customer-caused issues
Customer software misconfiguration
Broken plugins, mods, scripts, bots, or websites
Customer firewall rules blocking access
Customer operating system issues
Customer-installed updates or changes
Customer resource exhaustion
Customer service suspension
Customer service termination
Non-payment suspension
Abuse suspension
Terms of Service violations
Acceptable Use Policy violations
Chargebacks or billing disputes
Domain DNS propagation delays
Incorrect DNS settings
Third-party DNS issues
Third-party software failures
Game updates or game developer issues
Control panel login issues that do not affect the hosted service itself
DDoS attacks or DDoS mitigation delays
Provider or upstream network issues outside Phantom Hosting’s direct control
Force majeure events
Internet routing issues outside Phantom Hosting’s control
Downtime caused by law enforcement, legal orders, provider requirements, or abuse investigations
Downtime caused by the customer exceeding plan limits
Downtime caused by unapproved crypto mining, spam, malware, or other abuse
5. Scheduled Maintenance
Phantom Hosting may perform scheduled maintenance to improve, secure, upgrade, repair, or maintain services.
Scheduled maintenance may include:
Software updates
Security patches
Node updates
Network work
Hardware replacement
Panel updates
Reboots
Storage maintenance
Provider maintenance
Phantom Hosting will attempt to provide notice when reasonable. Scheduled maintenance does not qualify for service credits.
6. Emergency Maintenance
Emergency maintenance may be performed without advance notice when needed to protect customers, services, hardware, software, network stability, security, or infrastructure.
Emergency maintenance may include urgent fixes for:
Security vulnerabilities
Hardware problems
Network instability
Abuse issues
Data center requirements
Provider requests
Critical software failures
Service stability issues
Emergency maintenance does not qualify for service credits unless Phantom Hosting decides otherwise.
7. DDoS Protection and Network Attacks
Phantom Hosting may provide DDoS protection where available, but DDoS protection is not a guarantee that attacks will never affect service availability.
Large, repeated, complex, or unusual attacks may still cause downtime, latency, packet loss, mitigation delays, null-routing, or temporary service disruption.
DDoS attacks, DDoS mitigation, null-routing, provider filtering, or attack-related service interruptions do not automatically qualify for service credits.
8. Customer-Caused Issues
Customers are responsible for their own software, configurations, files, scripts, plugins, mods, databases, bots, websites, firewall rules, and server settings.
Downtime caused by customer actions or customer-controlled systems does not qualify for service credits.
Examples include:
Breaking a configuration file
Installing a broken plugin or mod
Installing insecure or outdated software
Deleting important files
Misconfiguring DNS
Misconfiguring a firewall
Misconfiguring a database
Using too many resources
Running abusive scripts
Running unsupported software
Failing to secure a VPS or dedicated server
Failing to update software
Failing to renew a domain
Phantom Hosting may assist when possible, but customer-caused issues are not considered qualifying downtime.
9. Self-Managed VPS and Dedicated Servers
VPS hosting and dedicated servers are self-managed unless the customer purchases a managed support add-on.
For VPS and dedicated servers, Phantom Hosting is generally responsible for the availability of the underlying infrastructure, network, and assigned service access.
The customer is responsible for:
Operating system updates
Firewall rules
Installed software
Server security
Passwords and credentials
Applications
Control panels installed by the customer
Email server configuration
Websites
Databases
Backups
Customer-caused outages
If a VPS or dedicated server is online at the infrastructure level but the customer’s software, operating system, firewall, or configuration prevents access, the issue does not qualify as Phantom Hosting downtime.
10. Support Response Target
Phantom Hosting aims to provide support responses within approximately 1 hour when possible.
This is a response target, not a guaranteed resolution time.
Some issues may take longer depending on:
Technical complexity
Provider response time
Customer response time
Abuse review
Hardware replacement
Software troubleshooting
Network investigation
Maintenance requirements
Escalation needs
11. Service Credits
Phantom Hosting may provide account credits if a customer experiences a qualifying service issue.
Service credits are not automatic.
Customers must request service credits through official Phantom Hosting support channels.
Service credits are reviewed case-by-case based on:
Service type
Cause of downtime
Length of downtime
Service status records
Provider records
Support ticket history
Customer account standing
Whether the issue was caused by Phantom Hosting
Whether exclusions apply
Approved credits are issued as Phantom Hosting account credit only.
Service credits have no cash value and cannot be withdrawn, transferred, or refunded to a payment method unless Phantom Hosting decides otherwise.
12. Credit Request Requirements
To request a service credit, customers must submit a support ticket with:
Customer name
Affected service
Approximate start time of issue
Approximate end time of issue
Description of the issue
Any screenshots, logs, or evidence available
Confirmation that the issue was reported during or shortly after the outage
Phantom Hosting may deny credit requests if the customer did not report the issue in a reasonable time or if there is not enough information to verify the downtime.
13. Credit Request Time Limit
Customers must request any service credit within 7 days of the claimed downtime event.
Requests submitted after 7 days may be denied.
14. Maximum Credit Amount
Service credits are limited to the affected service only.
The maximum credit for a qualifying downtime event will not exceed the amount paid for the affected service during the current billing period.
Service credits do not apply to:
Other services on the account
Domain services
Setup fees
Managed support labor
Custom work
Add-ons already delivered
Licenses
Taxes
Late fees
Chargeback fees
Third-party fees
15. No Cash Refunds for Downtime
Downtime does not automatically qualify for a cash refund.
If Phantom Hosting approves compensation for a qualifying outage, the compensation will normally be issued as account credit.
Refunds are handled separately under the Phantom Hosting Refund Policy.
16. Monitoring and Status Page
Phantom Hosting may use monitoring systems, provider updates, infrastructure logs, and customer reports to review service availability.
Customers may view public service updates at:
status.phantom-hosting.net
The status page is provided for transparency, but it may not show every issue, every affected service, or every customer-specific problem.
17. Provider and Upstream Issues
Phantom Hosting may rely on upstream providers, data centers, network providers, domain providers, payment processors, software vendors, and infrastructure partners.
Some outages or disruptions may be caused by provider-controlled systems outside Phantom Hosting’s direct control.
Provider-related issues do not automatically qualify for credits unless Phantom Hosting decides the situation qualifies.
18. Backups and Data Loss
This Service Level Agreement does not guarantee backup availability, data restoration, or protection from data loss.
Backups are best-effort and are not guaranteed.
Customers are responsible for maintaining their own independent backups.
Phantom Hosting is not responsible for lost files, lost databases, corrupted data, deleted files, failed backups, failed restores, or customer-caused data loss.
19. Abuse, Suspension, or Policy Violations
Services suspended or terminated for abuse, fraud, non-payment, chargebacks, illegal activity, Terms of Service violations, Acceptable Use Policy violations, or provider requirements do not qualify for service credits.
If a customer’s service is offline because of an enforcement action, this does not count as downtime under this policy.
20. Force Majeure
Phantom Hosting is not responsible for downtime, delays, or service interruptions caused by events outside our reasonable control.
These events may include:
Natural disasters
Fires
Floods
Severe weather
Power grid issues
Internet backbone issues
War
Terrorism
Civil unrest
Government action
Court orders
Labor disputes
Provider failures
Data center emergencies
Major cyberattacks
Events beyond Phantom Hosting’s control
Force majeure events do not qualify for service credits unless Phantom Hosting decides otherwise.
21. Limitation of Liability
Phantom Hosting is not responsible for lost revenue, lost profits, lost data, lost business, service interruption damages, customer downtime damages, third-party claims, or indirect damages.
The maximum compensation for any qualifying downtime event is limited to account credit for the affected service during the current billing period.
22. Policy Updates
Phantom Hosting may update this Service Level Agreement / Uptime Policy at any time.
Continued use of Phantom Hosting services after changes are posted means the customer accepts the updated policy.
Customers are encouraged to review this policy regularly.
23. Contact
Questions about uptime, downtime, or service credits should be sent through official Phantom Hosting support channels or by contacting:
