Service Level Agreement

I) Uptime Guarantee

Serverwave guarantees that its services will be available 99.9% of the time during each calendar month, excluding scheduled maintenance or any exclusions outlined below. This translates to the following allowable downtime:

• Daily downtime: Up to 1.44 minutes
• Monthly downtime: Up to 43.2 minutes
• Yearly downtime: Up to 8.77 hours

II) Service Availability

Service availability is defined as the ability of the customer to connect and interact with their server instance. Serverwave continuously monitors the availability of its network and infrastructure to ensure high reliability and performance.

1. Scheduled Maintenance

Scheduled maintenance windows keep the platform secure and up to date. Any planned maintenance that could affect availability will be announced at least 48 hours in advance and will not count toward the uptime guarantee.

III) Uptime Measurement

Downtime refers to periods when a customer's game server is unreachable due to failures in Serverwave's infrastructure, except for:

• Scheduled maintenance with prior notice.
• Emergency maintenance required to address critical security issues or prevent greater service impact.
• Events outside of Serverwave's reasonable control, such as natural disasters, government actions, or other force majeure situations.
• Downtime caused by customer misuse, misconfiguration, or third-party software.
• Downtime that results from exceeding allocated limits or resource caps set by the customer.

Downtime is measured from the time the issue is reported until the time the service is restored.

IV) Compensation for Downtime

If uptime falls below 99.9% in a calendar month, you are eligible for service credits based on the following tiers:

• Uptime between 99.0% and 99.9%: 10% service credit based on your monthly usage for the affected service.
• Uptime between 98.0% and 98.99%: 25% service credit based on your monthly usage for the affected service.
• Uptime below 98.0%: 50% service credit based on your monthly usage for the affected service.

1. How to Claim Compensation

To request service credits, submit a claim to our support team within 30 days of the downtime incident that includes:

• Your account information.
• Dates and times of the unavailability.
• A detailed description of the issues experienced.

Serverwave will evaluate claims using internal monitoring data. Service credits apply to future invoices and cannot be exchanged for cash.

V) Exclusions

The uptime guarantee and compensation terms do not apply when unavailability, suspension, or termination results from:

• Customer violations of the Terms of Service or Acceptable Use Policy.
• Scheduled or emergency maintenance events noted above.
• Customer misuse of the platform, including improper configurations, unsupported mods, or third-party software failures.
• Force majeure events beyond Serverwave's reasonable control, such as natural disasters, DDoS attacks, government actions, or upstream network failures.

VI) SLA Modifications

Serverwave may update or modify this SLA at any time with prior notice. Changes will be communicated via email or website announcements and will take effect on the stated date.

VII) Contact Information

If you have questions about this SLA or need support, contact us at:

[email protected]

By using Serverwave’s services, you agree to this SLA and the terms outlined within. The SLA is designed to provide transparency and uphold the level of quality our customers expect from Serverwave’s game hosting solutions.