Infrastructure Status & SLAs
This page summarizes how Mamba Host keeps services online, what uptime targets we commit to, and how we communicate incidents.
Uptime Targets
Section titled “Uptime Targets”| Service Tier | Target Uptime | Notes |
|---|---|---|
| Game Servers (Starter/Pro) | 99.5% monthly | Best-effort support, 8-hour response target |
| Game Servers (Premium) | 99.9% monthly | Priority routing, 2-hour response target |
| Discord Bots (Premium) | 99.9% monthly | Auto-restart watchdog, priority escalation |
| Creator Labs Bundles | 99.9% monthly | Includes site + bot + server uptime |
If we fall below the target due to platform issues (excluding user misconfigurations or scheduled maintenance), customers can request service credits by emailing billing@mambahost.com with incident details.
Status Monitoring
Section titled “Status Monitoring”- Status Page: https://status.mambahost.com (powered by Uptime Kuma) shows component health, response times, and historical uptime. Subscribe via email/RSS/Discord webhook.
- Speed Test:
/statusexposes a browser-based latency + throughput test so customers can benchmark from their region. - Panel Indicators: Each container shows online/offline state plus CPU/RAM graphs in real time.
Maintenance Windows
Section titled “Maintenance Windows”- Routine maintenance occurs Tuesdays 02:00–04:00 Central Time (UTC-6) as needed. We announce at least 24 hours in advance via the status page + Discord announcements.
- Critical security patches may happen outside that window; we’ll provide as much notice as possible.
- Customers can request custom maintenance windows for Premium/Creator Labs plans—coordinate with support in advance.
Incident Workflow
Section titled “Incident Workflow”- Detection: Automated monitors detect failures (panel process crash, high error rate, ping loss) and page on-call staff.
- Triage: On-call triages within SLA response targets. If the issue affects multiple customers, we mark it as an active incident on the status page.
- Communication: Updates are posted to https://status.mambahost.com and mirrored to the Discord #status channel. Premium customers may opt into SMS/email alerts.
- Mitigation: Rollbacks, scaling actions, or failover procedures are applied. For large incidents we provide ETAs in status updates.
- Resolution: Once recovered, we close the incident with a summary and next steps. Root-cause analyses are shared for major events.
Customer Responsibilities
Section titled “Customer Responsibilities”- Monitoring: Use the status page and custom monitors to keep tabs on your workload. We recommend at least one external “outside-in” probe.
- Backups: Even though we provide automated snapshots, you should download critical backups periodically, especially before major changes.
- Incident Reports: When opening support tickets, include timeline, recent changes, logs, and reproduction steps to speed up resolution.
- Change Management: We recommend staging environments, especially for Premium/Creator Labs accounts, to avoid production outages caused by untested changes.
Contact Paths During Incidents
Section titled “Contact Paths During Incidents”| Priority | Plans | Contact | Notes |
|---|---|---|---|
| Critical (P0) | Premium, Creator Labs | Discord #priority-support (tag @On-Call) + ticket | Use only when production is down |
| High (P1) | All | Ticket via panel or email support@mambahost.com | Provide logs and timeline |
| Normal (P2) | All | Ticket/email/Discord channel | Response under 8 business hours |
If the status page shows all-green yet your service is offline, open a ticket with details—we’ll investigate and update the status page if it’s a broader issue.
Data Centers & Redundancy
Section titled “Data Centers & Redundancy”- Primary region: Houston, TX (GigaCloudX). We pilot additional regions (EU/West Coast) with interested customers; contact sales@mambahost.com.
- Power/network redundancy: dual feeds, redundant uplinks, automatic failover at the hypervisor layer.
- Storage redundancy: NVMe RAID + off-host backups for Premium tiers.
SLA Credits
Section titled “SLA Credits”- Submit requests within 14 days of the incident, including timestamps, impact description, and supporting logs.
- Credits apply toward future invoices (no cash payouts) and are capped at 50% of the affected month’s fees.
- Credits are not granted for issues caused by customer code, misconfiguration, or force majeure events.
For deeper compliance or enterprise needs (custom monitoring hooks, dedicated hardware, contractual SLAs), reach out to sales@mambahost.com to scope a tailored engagement.