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Service Level Agreement
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GameForge uptime and service guarantees.

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Section:Legal
Document:Service Level Agreement
Updated:April 2026
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Service Level Agreement

GameForge uptime and service guarantees. Updated: April 2026

Service Level Agreement

Last updated: 16 April 2026

1. Overview

This Service Level Agreement ("SLA") applies to GameForge services and defines service availability targets, support response times, and service credits.

This SLA forms part of the GameForge Terms and Conditions.

2. Definitions

  • Uptime: The percentage of time the GameForge network is operational and accessible, measured monthly.
  • Downtime: A period during which the service is unavailable due to a fault within our network or infrastructure.
  • Scheduled Maintenance: Planned maintenance announced in advance.
  • Emergency Maintenance: Unplanned maintenance required to maintain stability or security.

3. Service Availability

We target:

  • 99.9% Network Uptime, measured monthly

Uptime is calculated as:

(Total Minutes in Month - Downtime) / Total Minutes in Month × 100

4. Exclusions

Downtime does not include unavailability caused by:

  • Scheduled maintenance (with at least 48 hours' notice where practicable)
  • Emergency maintenance
  • Issues caused by customer configuration, software, or actions
  • Third-party software or game server issues
  • Network conditions outside our control (including upstream providers)
  • Force majeure events (as defined in the Terms and Conditions)
  • Abuse, attacks, or suspension under the Acceptable Use Policy

5. Support Response Targets

We aim to respond to support requests within:

  • Critical (Service unavailable): 2 hours
  • High (Severe impact): 8 hours
  • Normal (General support): 24 hours
  • Low (Non-urgent / feature requests): 48 hours

Response times are targets, not guarantees.

6. Performance

We aim to provide:

  • Rapid server provisioning (typically within 5 minutes)
  • Continuous access to the management panel
  • On-Demand DDoS protection at the network level

These are target service characteristics and not guaranteed service levels.

7. Service Credits

If we fail to meet the uptime target in a given month, you may be eligible for service credits:

  • 99.0% – 99.89%: 10% of monthly fee
  • 95.0% – 98.99%: 25% of monthly fee
  • Below 95.0%: 100% of monthly fee

Conditions:

  • Credits apply only to the affected service
  • Credits must be requested within 30 days of the incident
  • You must include relevant details (timestamps, service affected)

Limitations:

  • Service credits are the remedy available under this SLA, in addition to any rights you may have under applicable law
  • Credits are applied to future invoices and are not refundable
  • Total credits in a billing period will not exceed 100% of the monthly fee

8. Scheduled Maintenance

We will provide at least 48 hours' notice for scheduled maintenance where practicable.

Maintenance is typically performed during off-peak hours.

Emergency maintenance may be performed at any time without prior notice.

9. Monitoring and Status

Service status is available at:

https://gameforge.instatus.com

10. Changes to this SLA

We may update this SLA from time to time. Continued use of the services constitutes acceptance of the updated SLA.

11. Contact

For SLA-related inquiries or credit requests:

[email protected]