1. Service Availability
We guarantee that our game and web hosting services will be available to our customers 99.9% of the time each month, excluding scheduled maintenance and upgrades.
2. Response Time
We guarantee a response time of 24 hours or less for all support requests submitted through our online ticketing system. Our support team is available 24/7 to assist you with any technical issues you may encounter.
3. Data Backup
We perform daily backups of all customer data to ensure the safety and security of your information. In the event of data loss or corruption, we will restore your data to the latest available backup at no additional cost.
4. Security
We take the security of our customers' data seriously and implement industry-standard security measures to protect against unauthorized access, use, or disclosure. We regularly monitor our systems for potential security threats and promptly address any issues that arise.
5. Service Credits
If we fail to meet our service availability guarantee for any given month, we will credit your account with a prorated amount of your monthly service fee. The amount of the credit will be based on the percentage of time that our services were unavailable during that month.
6. Exclusions
Our service availability guarantee does not apply to any service disruptions caused by factors outside of our control, including but not limited to acts of God, natural disasters, power outages, or internet service provider (ISP) outages. Additionally, our guarantee does not cover service disruptions caused by customer actions or inactions, such as misuse of our services or failure to follow our instructions or recommendations.
7. Limitation of Liability
In no event shall we be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with this agreement, including but not limited to loss of profits, data, or business. Our total liability under this agreement shall be limited to the amount of service fees paid by the customer during the three months preceding the event giving rise to the claim.
8. Termination
Either party may terminate this agreement upon written notice if the other party breaches any material term of this agreement and fails to cure such breach within 30 days after receiving written notice of the breach.
9. Governing Law
This agreement shall be governed by and construed in accordance with the laws of the jurisdiction in which our company is located, without giving effect to any choice of law or conflict of law provisions.
10. Amendments
We reserve the right to modify or amend this Service Level Agreement at any time without prior notice. Any such changes will be effective immediately upon posting on our website.