--- title: "SLA and support in game hosting: what to demand | StreetHosting" description: "Response time, support channels, support scope, backups and SLA credits for owners of Minecraft servers, Discord bots and VPS in Brazil." url: "https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla" type: "page" language: "en-US" --- Infrastructure · 2 min · Beginner Published on Jun 11, 2026 · Updated on Jun 11, 2026 # SLA and support in game hosting Support that only opens a generic ticket at 9 a.m. while your season is on fire at 10 p.m. is not cheap: it has a hidden cost. This guide lists what to ask for before you pay for a year. By [Equipe StreetHosting](https://streethosting.com.br/en/autores#equipe-streethosting) · StreetHosting infrastructure and support team [Monitoring and alerts](https://streethosting.com.br/en/guides/topics/monitoring) Summarize with: [](https://chat.openai.com/?q=Summarize%20the%20key%20points%20of%20this%20StreetHosting%20guide%3A%20https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla.%20Highlight%20the%20step-by-step%20instructions%2C%20the%20prerequisites%20and%20the%20most%20common%20mistakes. "ChatGPT") [](https://claude.ai/new?q=Summarize%20the%20key%20points%20of%20this%20StreetHosting%20guide%3A%20https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla.%20Highlight%20the%20step-by-step%20instructions%2C%20the%20prerequisites%20and%20the%20most%20common%20mistakes. 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"Perplexity") Share: [](https://x.com/intent/tweet?text=SLA%20and%20support%20in%20game%20hosting%3A%20what%20to%20demand&url=https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla "Share on X") [](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla "Share on Facebook") [](https://www.linkedin.com/sharing/share-offsite/?url=https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla "Share on LinkedIn") [](https://wa.me/?text=SLA%20and%20support%20in%20game%20hosting%3A%20what%20to%20demand%20https%3A%2F%2Fstreethosting.com.br%2Fen%2Fguides%2Finfrastructure%2Fgame-hosting-sla "Share on WhatsApp") For agents: Copy as Markdown [.md](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla.md) In this guide 4 sections * [SLA vs marketing](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#sla-vs-marketing) * [Channels that matter](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#canais-uteis) * [Support scope](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#escopo-suporte) * [Before you sign up](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#antes-de-contratar) Quick answer With **game hosting**, demand an **uptime SLA** with transparent maintenance, a **support channel in Portuguese** with a documented first response time, a clear **backup** policy and a team that understands Minecraft, bots or VPS, not just WordPress sites. ## SLA vs marketing[](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#sla-vs-marketing) The phrase "24-hour support" with no metric is a slogan. Ask for the average first response time on a P1 incident and whether there is on-call coverage during Brazilian gaming hours. Compare criteria in [the best Minecraft host in Brazil](https://streethosting.com.br/en/guides/minecraft/best-minecraft-host-brazil). ## Channels that matter[](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#canais-uteis) | Channel | Best for | Avoid | | ----------- | ---------------------- | ----------------------------- | | Ticket | Incident with logs | Just an emoji, no details | | Discord | Quick question | Leaking a token or password | | Status page | Announcing maintenance | Going silent during an outage | Build your own transparency with a [status page](https://streethosting.com.br/en/guides/infrastructure/incident-status-page). ## Support scope[](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#escopo-suporte) * Backup restore after an infrastructure failure * Attack mitigation on the provider's network * Help with the control panel, FTP and the initial migration A short guarantee lowers the risk of a first order. Understand the [7-day guarantee](https://streethosting.com.br/en/guides/minecraft/minecraft-hosting-money-back-guarantee) before you commit to an annual plan. ## Before you sign up[](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#antes-de-contratar) * Read the fair use terms and the CPU burst policy * Confirm the datacenter city * Test a ticket with a real technical question * Check the refund or guarantee policy Products with focused game support: [Minecraft Pro](https://streethosting.com.br/en/minecraft-pro), [Discord bots](https://streethosting.com.br/en/bots) and [VPS](https://streethosting.com.br/en/vps). Good support turns a trial into an annual subscription; bad support turns marketing into silent churn. Save screenshots of the SLA that was promised at the time of purchase. The marketing on a landing page can change; your contract is what counts. In this guide * [SLA vs marketing](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#sla-vs-marketing) * [Channels that matter](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#canais-uteis) * [Support scope](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#escopo-suporte) * [Before you sign up](https://streethosting.com.br/en/guides/infrastructure/game-hosting-sla#antes-de-contratar) ## Frequently asked questions Does 99.9% uptime guarantee a perfect season? Uptime measures network and power availability, not Minecraft TPS or performance under attack. Read the fine print and what counts as a maintenance window. Will support configure my plugin? Serious game hosting helps with the control panel, the network and the hardware. Fine-tuning of your economy and balance remains the responsibility of the owner or a hired developer. Does the provider's Discord replace a ticket? Discord speeds up quick questions. Incidents involving sensitive data and formal tracking still need a ticket or a portal with history. Next step See Minecraft Pro Managed hosting on Ryzen with modpacks, optimized Paper and technical support. [See Minecraft Pro](https://streethosting.com.br/en/minecraft-pro) [See bot plans 24/7 Discord bots with fast activation and support in Portuguese.](https://streethosting.com.br/en/bots) [See VPS plans Root VPS in Brazil with NVMe and Anti-DDoS.](https://streethosting.com.br/en/vps) [Hytale hosting Get your community ready on gamer infrastructure in São Paulo with fast activation.](https://streethosting.com.br/en/hytale) ## Related guides [Minecraft Beginner Best Minecraft host in Brazil: how to choose safely A good host is not just a low price: it is predictable latency, a CPU that survives tick spikes, reliable backups, and support that speaks your language when the server goes down on a Friday night. 6 min Read guide](https://streethosting.com.br/en/guides/minecraft/best-minecraft-host-brazil) [Minecraft Beginner 7-day money-back guarantee on Minecraft hosting: how it works Buying hosting without risk starts with understanding the 7-day guarantee. See what it covers, how to request a refund and what to evaluate on your server before you stay. 2 min Read guide](https://streethosting.com.br/en/guides/minecraft/minecraft-hosting-money-back-guarantee) [Infrastructure Beginner How to create a status page for server incidents A status page cuts support noise and builds customer trust by showing incidents and updates in real time. 2 min Read guide](https://streethosting.com.br/en/guides/infrastructure/incident-status-page) [← Back to the Guide Center](https://streethosting.com.br/en/guides)