Service Level Agreement

1Overview & Definitions #

This Service Level Agreement (SLA) defines the service standards, responsibilities, and guarantees for Falix's hosting services. When we say "we", "us", or "our", we mean Falix, operated by SIA Baltijas Pakalpojumi. This document ensures you know exactly what to expect from us — and what happens if we don't meet those expectations.

Key Definitions

• Downtime — Any period during which your 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 you when the service doesn't meet the uptime guarantees specified in this SLA.
• Scheduled Maintenance — Planned maintenance activities that we communicate to customers at least 24 hours in advance.

2Uptime 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.

That means we commit to no more than approximately 43 minutes of unplanned downtime per month. If we don't meet this target, you're entitled to service credits.

3Service Credits #

If uptime falls below our guaranteed level, you're eligible for service credits based on the total downtime experienced within a month:

4Customer Responsibilities #

To help us resolve issues quickly, we ask that you:

• Report service outages or interruptions as soon as they occur.
• Provide accurate and timely information to help us resolve service issues.
• Ensure your use of the service complies with our Acceptable Use Policy.

5Exclusions #

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

• Scheduled maintenance.
• Urgent maintenance — including but not limited to security patching, and preventing damage across infrastructure or customers.
• Your own actions or inactions.
• Issues with your equipment or third-party services.
• Force majeure events such as natural disasters, war, or acts of God.
• Services with no monetary value (e.g. the Free Plan).
• Indirect downtimes that don't affect your server directly — including but not limited to downtime of our website.

6Claims Process #

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

• Your account information.
• Date and time of the downtime.
• Duration of the downtime.
• Any relevant logs or documentation.

Claims should be submitted through our support panel.

7Limitations & Termination #

Credit Limits

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 your contract with us. We reserve the right to modify or terminate this SLA upon thirty (30) days' notice to customers.