Service Level Agreement
Last Updated: 17 April 2023
Simple Game Hosting LLC shall use all reasonable commercial efforts, consistent with industry standards, to ensure that your SimpleGameHosting.com service is available to you (the Client) 99.99% of the time in any given calendar month.
If we do not meet this standard, you may be eligible for Client Service Credits as described below.
Definitions. The following definitions shall apply to the SimpleGameHosting.com SLA.
“Client” shall be defined as a SimpleGameHosting.com customer.
“Client Service” shall be defined as an individual hosting product purchased by a SimpleGameHosting.com client.
“Server” shall be defined as a computer system on which a Client Service resides.
“Monthly Uptime Percentage” means the total number of minutes in the calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in the calendar month, divided by the total number of minutes in the calendar month.
“Downtime” means, for a Server, that the IP address the Client Service is attached to does not respond to ping tests or TCP port tests from other systems in the Simple Game Hosting network. This indicates the Client Service is unreachable.
“Emergency Downtime” means situations where Simple Game Hosting must temporarily induce downtime on a Server for events such as hardware failure, vulnerability repairs, and other such situations requiring the immediate shutdown of the system. Emergency Downtime is not considered Downtime for purposes relating to the Simple Game Hosting SLA.
“Scheduled Downtime” refers to situations where Simple Game Hosting will inform you of periods of downtime prior to the application of the Downtime. Scheduled Downtime is not considered Downtime for purposes relating to the Simple Game Hosting SLA. You will be informed through the web-based panel associated with your Client Service.
“Client Service Credits” will be provided according to the following schedule:
Client credit: Includes one month of service credit added to the account credit balance if your Monthly Uptime Percentage for any given calendar month is below 99.99%.
Customer Must Request Credit. In order to receive any Client Service Credits described above, you must notify Simple Game Hosting by email or otherwise in writing within thirty (30) days from the time you become eligible to receive a Client Service Credit.
Maximum Client Service Credit. The aggregated maximum number of Client Service Credits you can claim for any Downtime periods that occur in a single calendar month shall not exceed 1 month of service credit added to your credit balance.
Uptime SLA Exclusions: This Uptime SLA does not apply to any performance issues caused by:
- Factors outside of Simple Game Hosting’s reasonable control
- Factors that result from actions or inactions of you and any third parties