SLA

GameGridServers SLA
Effective Date: 12/02/24

1. Introduction

GameGridServers is dedicated to providing all services to our clients with 99.99% uptime at an efficient and professional level. This Service Level Agreement (SLA) applies to all shared clients. The Client agrees that measurements via our internal support team will establish the necessary support and level of services required. To claim SLA Credit, please open a billing ticket.

2. Service Downtime

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described herein, provided the interruption is determined to have been caused by a problem in the immediate GameGridServers services or network segment as confirmed by GameGridServers. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. GameGridServers is not responsible for any unplanned outages due to third-party software/hardware failure.

3. SLA Credit

Service Level Agreement credit occurs after a service has been unreachable for more than 15 consecutive minutes. For each hour of consecutive downtime after the initial 15 minutes, the client will be credited 1% of the affected service's monthly bill, up to 100% of the value of the service.

4. SLA Exclusions

Performance credit and refunds will not apply in the following events:

• Acts of God: Downtime due to extreme weather at data centers or any other means defined by legislation will not be covered.
• Unlawful Activities: Any downtime caused by DDOS attacks, server illegal activities, and terminations will not be covered.
• Client Internet Issues: Downtime due to the client’s own internet and uptime interruptions not caused by GameGridServers.
• Resource Exceedance: Downtime resulting from exceeding resources allocated by the client’s plan.
• Fraudulent Claims: If GameGridServers believes the SLA claim to be fraudulent.

5. Procedure for Claiming SLA Credit

To request SLA credit, the Client must open a billing ticket within 7 days of the downtime incident. The ticket should include details of the downtime and the affected service. GameGridServers will review the claim and determine eligibility for SLA credit.

6. Limitation of Liability

GameGridServers' liability for any claims arising out of this SLA will not exceed the total amount paid by the Client for the service affected during the period of downtime.