Service Level Agreement (SLA)

1. Overview#

This Service Level Agreement ("SLA") describes the uptime commitment that Galaxy Gaming Host LLC ("we," "us," "our") makes to customers for eligible services, and the service credits you can claim if we fail to meet that commitment.

Commitment: We strive to provide reliable, high-quality hosting services with maximum uptime.

Applies To: VPS hosting and game server hosting plans specifically designated as "SLA-eligible" (typically premium plans).

Does Not Apply To: Entry-level plans, trial accounts, or services under $20/month unless explicitly stated.

2. Uptime Commitment#

2.1 Guaranteed Uptime#

99.5% Monthly Uptime Guarantee: - Your service should be available and operational 99.5% of each calendar month - Translates to maximum 3.6 hours of downtime per month (or 43.2 hours per year)

99.9% Uptime — Premium Tier (Optional Add-On):

The standard uptime commitment for all Services is 99.5%. A 99.9% commitment is available only as a paid add-on under a separate written agreement signed by us. Unless you hold such an agreement, the 99.5% commitment and the 99.5% credit schedule apply to your account.

• Available on select premium plans
• Maximum 43 minutes downtime per month
• Higher service credit percentages apply

2.2 What Counts as Downtime#

Downtime Defined: Service is "down" when: - Your VPS is completely unresponsive - Network connectivity is lost - Service is unavailable to the internet - Must affect all users, not just specific locations or ISPs

Measurement: - Monitored from multiple geographic locations - Must be down from at least 2 of our monitoring points - Consecutive downtime of at least 5 minutes counts

2.3 What Does NOT Count as Downtime#

Exclusions from SLA:

Scheduled Maintenance: - Announced at least 48 hours in advance (when possible) - Performed during maintenance windows (typically 2-6 AM EST) - Generally scheduled monthly or quarterly - Emergency maintenance announced ASAP

Force Majeure: - Natural disasters - Acts of war or terrorism - Government actions or regulations - Internet backbone failures - Power grid failures (if outside our control)

Third-Party Failures: - DDoS attacks targeting your services - Upstream provider failures (beyond our network) - DNS propagation issues - SSL certificate expiration (your responsibility)

Your Fault: - Misconfiguration of your VPS - Resource exhaustion due to your applications - Self-inflicted outages (bad firewall rules, etc.) - Software you installed causing crashes - Your content attracting attacks

Account Issues: - Service suspended for non-payment - Service terminated for ToS violations - Your chosen maintenance or reboots - Services you've shut down

Partial Outages: - Degraded performance but still operational - Slow response times (unless completely timing out) - Intermittent connectivity that averages above 99.5%

Edge Cases: - Single packet loss incidents - Brief hiccups under 5 minutes - Issues only affecting specific geographic regions

3. Service Credits#

3.1 Credit Calculation#

For 99.5% SLA Plans:

For 99.9% SLA Plans (Premium):

Credit Applied To: - Monthly recurring service fee for the affected server - Does NOT include setup fees, licenses, or extras - Applied as account credit, not cash refund

3.2 Credit Limits#

Maximum Credit: - Credits cannot exceed 100% of monthly service fee - Multiple incidents in one month count cumulatively - Credits calculated per affected service (if you have multiple servers, each calculated separately)

Minimum Threshold: - Must have at least 5 minutes of consecutive downtime to claim - Brief hiccups and flapping don't count

3.3 Credit Redemption#

Account Credit: - Credits applied to your account balance - Automatically used for future invoices - Can be used for any Galaxy Gaming service - Credits don't expire while account is active

No Cash Refunds: - SLA credits are NOT refundable as cash - Only issued as account credit

4. Claiming Service Credits#

4.1 How to Claim#

You Must Initiate: - Service credits are NOT automatic - You must submit a claim via support ticket - Title ticket: "SLA Credit Claim - [Month/Year]"

Required Information: - Server affected (hostname, IP address) - Date and time of downtime (timezone) - Duration of downtime (start and end time) - Impact description - How you discovered the issue

4.2 Claim Deadline#

7-Day Window: - Must submit claim within 7 days of end of billing month - Example: March downtime must be claimed by April 7th - Late claims will not be honored

Why: We need to investigate while logs are fresh.

4.3 Investigation Process#

We Will: 1. Acknowledge claim within 24 hours 2. Review our monitoring data and logs 3. Verify downtime occurred and duration 4. Confirm downtime was not excluded under Section 2.3 5. Calculate credit amount 6. Approve or deny within 48-72 hours

Burden of Proof: - Our monitoring data is authoritative - Your monitoring can support claim but isn't definitive - We may request additional evidence

4.4 Approval and Application#

If Approved: - Credit added to account within 24 hours - Notification via ticket and email - Credit appears on next invoice

If Denied: - Explanation provided - You may appeal with additional evidence - Final decision within 48 hours of appeal

5. Monitoring and Verification#

5.1 Our Monitoring#

Internal Systems: - 24/7 monitoring from multiple locations - ICMP (ping) checks every 60 seconds - HTTP/HTTPS checks every 60 seconds - Port availability checks

Data Retention: - Monitoring data retained for 90 days - Sufficient for all SLA claims

5.2 Your Monitoring#

We Encourage: - Set up your own external monitoring (UptimeRobot, Pingdom, etc.) - Helps you detect issues quickly - Provides supporting evidence for claims

Your Monitoring: - Doesn't replace our authoritative data - But strengthens your claim if discrepancies exist

6. Planned Maintenance#

6.1 Advance Notice#

Standard Maintenance: - At least 48 hours notice via email - Posted in client area and status page - Scheduled during low-traffic periods (typically 2-6 AM EST)

Emergency Maintenance: - Announced ASAP - May have minimal notice - Only for critical security or stability issues

6.2 Maintenance Windows#

Monthly Window: - First Tuesday of each month, 2-6 AM EST - Used for routine updates and patches - Not guaranteed to be used every month

Impact: - Most maintenance completed with zero downtime - If downtime required, typically under 30 minutes - Does NOT count against SLA

6.3 Opt-Out Option#

Critical Services: - Contact us if you cannot accept maintenance windows - We'll work with you to schedule alternative times - May incur additional coordination fees

7. Network and Infrastructure#

7.1 Network Design#

Redundancy: - Multiple upstream providers - BGP routing for failover - Redundant power (where available) - RAID storage arrays - Backup generators (data center dependent)

DDoS Protection: - Basic DDoS mitigation included - Advanced protection available (may require upgrade) - Large attacks may affect SLA (see Section 2.3)

7.2 Single Points of Failure#

Be Aware: - Individual VPS nodes can fail - Hypervisor issues can affect multiple VMs - Rack-level failures can occur - We work to minimize but cannot eliminate all SPOFs

High Availability: - Available on premium plans - Requires load balancing across multiple VPS - Contact sales for HA solutions

8. Communication#

8.1 Status Page#

Real-Time Updates: - status.galaxygaming.host - Current incidents and maintenance - Historical uptime data - Subscribe for notifications

8.2 Incident Notifications#

How We Notify: - Email to account email - Posted to status page - In-app notifications - Critical issues: SMS (if provided)

What We Share: - Nature of issue - Affected services - Estimated resolution time - Updates every 30-60 minutes - Post-mortem after resolution

8.3 Escalation#

If Issue Not Resolved: 1. Open support ticket 2. If no response in 2 hours, escalate via "urgent" flag 3. For emergencies, call our emergency line (provided to customers)

9. Exceptions and Limitations#

9.1 SLA Exclusions#

Services Without SLA: - Trial accounts - Free services - Services under $20/month (unless explicitly stated) - Beta or experimental features - Services in arrears (payment overdue)

9.2 Limitation of Liability#

SLA Credits Are Your Sole Remedy: - Service credits are the maximum compensation for downtime - We are not liable for: - Lost profits - Lost data - Business interruption - Consequential or punitive damages - Damages exceeding service credits

Maximum Liability: - As stated in our Terms of Service - Does not change limitation of liability

9.3 No Guarantee#

Best Effort: - We strive for 100% uptime - No hosting provider can guarantee absolute uptime - SLA is commitment to remediate, not prevent all downtime

10. SLA Review and Changes#

10.1 Quarterly Reviews#

We Monitor: - Actual uptime performance - Incident frequency and causes - Customer satisfaction - Industry standards

Improvements: - We continuously improve infrastructure - Target exceeding SLA commitments

10.2 Policy Changes#

Modifications: - We may update SLA terms - 30 days notice for material changes - Existing services grandfathered at current terms until renewal - Renewals subject to new terms

11. Premium SLA Options#

11.1 Enhanced SLA#

Available Features: - 99.9% uptime guarantee - Dedicated support priority - Faster incident response - Direct escalation path

Qualification: - Plans over $100/month - Or standalone enhanced SLA add-on ($25/mo)

11.2 Custom SLA#

Enterprise Customers: - Custom SLA terms available - Higher uptime commitments - Dedicated resources - Committed response times

Contact: - [email protected] - For accounts over $500/month

12. Transparency#

12.1 Public Reporting#

Monthly Reports: - Overall network uptime published - Major incidents disclosed - Aggregate statistics shared

Honesty: - We report actual performance - Don't hide incidents - Learn from failures and share lessons

12.2 Customer Access#

Your Data: - Access uptime history for your services - Download monitoring reports - View incident logs

13. Contact Information#

SLA Claims: [email protected] Status Updates: status.galaxygaming.host Emergency: [Phone number for urgent issues] Sales (Enhanced SLA): [email protected]

14. Legal#

14.1 Entire Agreement#

This SLA supplements our Terms of Service. In case of conflict, Terms of Service prevail except for uptime commitments and credit calculations.

14.2 Binding Terms#

By using SLA-eligible services, you agree to these SLA terms.

Summary#

Commitment: 99.5% uptime standard. 99.9% available as a paid add-on under separate written agreement. Credits: 10-100% based on downtime severity Your Part: Claim within 7 days of month end Exclusions: Maintenance, force majeure, your configuration, DDoS Status: status.galaxygaming.host

Questions? Contact [email protected]

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