Service Level Agreement

This agreement covers game servers, virtual servers, dedicated servers and the network between them and our edge. It does not cover the public internet between our edge and your players, nor software you install and configure yourself.

The monthly availability target and the measured result are published on the status page, which is the reference for any claim under this agreement. Measurement is by an external prober, so the figure does not depend on our own monitoring being generous with itself.

Maintenance announced in advance is excluded from the calculation. Unannounced maintenance is not excluded.

If a month falls short of the target, 10 % of that month's fee is credited for every 0.1 percentage point missed, up to the full monthly fee.

The credit is derived from the published measurement and applied to your next invoice without a ticket and without you asking. This is the primary remedy under this agreement.

Downtime caused by your own configuration, by a suspension under the acceptable use policy, by non-payment, or by a documented force majeure event is not counted against the target.

Changes to this agreement are announced with the same 30-day notice as the terms of service, and never apply retroactively to a month that has already been measured.