Service Level Agreement

This Service Level Agreement (“SLA”) is part of, and incorporated by reference into, PacketGrid's Terms of Service (“Terms”). It applies only to servers and bots on a paid plan (“Paid Service”); it does not apply to a free plan, a trial, or any service that has been suspended for a breach of the Terms or for non-payment. Capitalised terms not defined here have the meaning given to them in the Terms.

For the purposes of this SLA:

• “Downtime” means any period during which a Paid Service is unreachable over the network from PacketGrid's own infrastructure, as confirmed under section 4, excluding Scheduled Maintenance and any Exclusion listed in section 5.
• “Scheduled Maintenance” means planned work that PacketGrid has notified affected customers of at least 24 hours in advance, by email or on the Status page.
• “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the total minutes of Downtime for a given Paid Service in that month, divided by the total number of minutes in that month, expressed as a percentage.
• “Service Credit” means a credit, expressed as a percentage of the fees paid for the affected Paid Service for the calendar month in which the Downtime occurred, applied against a future invoice or subscription period for that same service.

PacketGrid targets a Monthly Uptime Percentage of at least 99.98% for every Paid Service, which allows for approximately 8.6 minutes of Downtime in a 30-day month. Where PacketGrid does not meet this commitment in a given calendar month, and the affected customer submits a valid claim under section 4, PacketGrid will issue the Service Credit set out in section 3.

Service Credits are calculated per Paid Service, per calendar month, against that service's Monthly Uptime Percentage for the month in question, on the following schedule:

The maximum Service Credit payable for any Paid Service in any calendar month is 100% of the fee paid for that service for that month. Service Credits do not carry over, do not accrue interest, and are not payable in cash or as a refund; they are applied as a reduction against a future invoice or subscription renewal for the same Paid Service.

Service Credits are not applied automatically. To claim one, email support@packetgrid.xyz within 30 days of the end of the calendar month in which the Downtime occurred, stating the affected service, and the dates and approximate times you believe it was unreachable. PacketGrid will confirm the Downtime against its own records and respond within 10 business days with the outcome. A claim made after the 30-day period may still be considered at PacketGrid's discretion, but is not guaranteed.

The following do not count as Downtime for the purposes of this SLA:

• Scheduled Maintenance, and emergency maintenance carried out to address an active security threat.
• Factors outside PacketGrid's reasonable control, including an outage of the customer's own internet connection, DNS resolution outside PacketGrid's own infrastructure, or a general internet routing issue not specific to PacketGrid's network.
• Issues caused by the game server software, a mod, plugin, framework or bot the customer has installed or configured, including a crash, a misconfiguration, or a resource exhausted by the customer's own workload.
• A suspension of the Paid Service under the Terms, including for breach of the Acceptable Use Policy or for non-payment.
• Force majeure events, as defined in the Terms.

This SLA, including the Service Credit schedule in section 3, applies only to Paid Services. Free plans and trial servers are not covered by any uptime commitment or Service Credit under this SLA. PacketGrid nonetheless targets the same 99.98% Monthly Uptime Percentage across all of its infrastructure, including for free and trial services, as a matter of operational practice rather than contractual commitment.

The Service Credits described in this SLA are the customer's sole and exclusive remedy for any failure by PacketGrid to meet the uptime commitment in section 2. This SLA does not limit any right the customer has under the New Zealand Consumer Guarantees Act 1993 that cannot lawfully be excluded.

PacketGrid may update this SLA from time to time. A change that reduces the uptime commitment in section 2 or the Service Credit schedule in section 3 will not take effect for at least 30 days after notice is given by email to affected customers. Continuing to use a Paid Service after a change takes effect means accepting the updated SLA.