This Service Level Agreement (SLA) outlines the service quality standards that you can expect from our services, including service uptime, support response times, and remedies for non-compliance.
We commit to providing a 99.9% monthly uptime for our services. This means the service may be unavailable for no more than 43.2 minutes in a month.
Periodically, scheduled maintenance will be necessary to enhance our servers and network. We'll endeavor to notify you at least 24 hours in advance. This scheduled downtime is excluded from our uptime commitment.
For any reported issues related to our services, our support team commits to initially responding within 24 hours. Resolution times can vary based on the complexity of the issue. Requests that don't impact the availability of the service are excluded from our uptime commitment.
If we fail to meet our uptime commitment, affected customers will be eligible for a credit equivalent to 4 hours of service for every hour of unscheduled downtime, up to a maximum of one month's service fee.
The SLA does not apply to any performance issues caused by factors outside our or the customers reasonable control, such as natural disasters, service suspensions, DDoS attacks, wars, network-related issues that are not on our end or any other force majeure events. It also does not apply to issues caused by the client's actions or the actions of third parties.
This does not include requests that are made via livechat, discord or any other platform that is not our support ticket system.
In the event that customers believe there has been a violation of our Service Level Agreement they must report the violation within 7 days of the incident. Reports of SLA violations must be submitted through our website ticketing system including relevant details of the violation and any supporting evidence.
Thank you for choosing our services. We are dedicated to providing a high-quality service and take our commitments seriously. Should you have any concerns regarding this SLA, please reach out to our support team.
