Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the terms and conditions for services provided by Falix (herein “we”, “us”, “our”). This document aims to define the service standards, responsibilities, and guarantees to ensure a high-quality experience for our customers.

Definitions

• Downtime: Any period during which the game server or VPS is unavailable due to issues within our control.
• Service Credit: A credit, calculated as a percentage of the monthly service fee, provided to the customer when the service does not meet the uptime guarantees specified in this SLA.
• Scheduled Maintenance: Planned maintenance activities communicated to customers at least 24 hours in advance.

Uptime Guarantee

We guarantee that our Game Server Hosting and VPS Hosting services will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance.

Service Credits

If the uptime falls below the guaranteed level, customers will be eligible for service credits as outlined below. Service credits are calculated based on the total downtime experienced within a month.

Credit Calculation:

• 0 - 60 minutes downtime: No credit
• 61 - 120 minutes downtime: 5% of monthly fee
• 121 - 180 minutes downtime: 10% of monthly fee
• 181 - 240 minutes downtime: 15% of monthly fee
• 241 - 300 minutes downtime: 25% of monthly fee
• 3 days downtime: 50% of monthly fee
• 1 week downtime: 100% of monthly fee

Customer Responsibilities

• Customers must report service outages or interruptions as soon as they occur.
• Customers should provide accurate and timely information to facilitate the resolution of service issues.
• Customers must ensure their use of the service complies with our Acceptable Use Policy.

Exclusions

Service credits will not be provided for downtime or interruptions resulting from:

• Scheduled maintenance
• Urgent maintenance due to, but not limited: Security patching, preventing damage across infrastructure or customers
• Customer’s actions or inactions
• Issues with customer’s equipment or third-party services
• Force majeure events such as natural disasters, war, or acts of God
• Services paid with no monetary value (e.g. Free Plan)
• Indirect downtimes which do not cause downtime to your server (including, but not limited to downtime of website)

Claims Process

To request a service credit, customers must submit a claim within seven (7) business days of the downtime event. The claim must include:

• Customer’s account information
• Date and time of the downtime
• Duration of the downtime
• Any relevant logs or documentation
• Claims should be submitted to our billing panel.

Limitations

The maximum total service credit for any given month shall not exceed 100% of the monthly service fee. Service credits are the sole and exclusive remedy for downtime or service interruptions.

Termination

This SLA remains in effect for the duration of the customer’s contract with us. We reserve the right to modify or terminate this SLA upon thirty (30) days’ notice to customers.