Service Level Agreement

1. Service Availability

GameForge commits to the following uptime guarantee:

99.9% Network Uptime - Measured monthly
Excludes scheduled maintenance (announced 48 hours in advance)
Excludes circumstances beyond our control (force majeure)

2. Support Response Times

Priority Level	Response Time
Critical (Service Down)	Within 1 hour
High (Significant Impact)	Within 4 hours
Normal (General Questions)	Within 24 hours
Low (Feature Requests)	Within 48 hours

3. Performance Metrics

Server provisioning within 60 seconds
Panel access available 24/7
DDoS protection active at all times

4. Service Credits

If we fail to meet our uptime guarantee, eligible customers may receive service credits:

Monthly Uptime	Service Credit
Below 99.9% to 99.0%	10% of monthly fee
Below 99.0% to 95.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits must be requested within 7 days of the incident.

5. Scheduled Maintenance

Scheduled maintenance is announced 48 hours in advance and typically occurs during off-peak hours. Emergency maintenance may be performed with shorter notice.

6. Monitoring

Check our real-time service status at our status page

7. Contact

For SLA-related inquiries or credit requests, contact support@gameforge.gg