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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.


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:

Customer Responsibilities


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

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:


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.


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.