1.0 Service Level Agreement
This is a Service Level Agreement (SLA) between Customer and Upsoft sp. z o.o. (“Upsoft”). We reserve the right to change the terms of this SLA in accordance with the Agreement.
1.1 Service Categorization and Availability
During the Service Term, Upsoft will provide the Service 24 hours per day, seven days per week with a Service Availability of the following:
| Service Name | Availability | Description |
|---|---|---|
| CDN | 99.9% | Allows downloading applications and updates. Includes the read-only API providing the critical metadata of CDN contents. |
| User Panel | 99.9% | User web interface available on https://panel.patchkit.net/ |
| App Catalog | 99.95% | A catalog of games and game media used by the launcher. |
| User Could Database | 99.95% | A cloud database of players’ accounts data. |
| Analytics | 99.95% | An endpoint to receive analytics events from the launcher. |
1.2 SLA Credits
If in any month, the Service Availability does not meet the Availability Commitment. In that case, Upsoft shall provide a credit (“SLA Credit”) in accordance with the table below. Each SLA Credit will be calculated by multiplying the prorated monthly subscription Service fee charged for the affected month by the applicable SLA Credit percentage outlined in the table below.
1.2.1. CDN SLA Credits
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 20% |
| Less than 95.0% | 75% |
1.2.2. User Panel SLA Credits
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 5% |
| Less than 99.0% but greater than or equal to 95.0% | 10% |
| Less than 95.0% | 20% |
1.2.3. App Catalog SLA Credits
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.95% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 20% |
| Less than 95.0% | 75% |
1.2.4. User Cloud Database SLA Credits
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.95% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 20% |
| Less than 95.0% | 75% |
1.2.5. Analytics SLA Credits
| Service Availability | Service Credit Percentage |
|---|---|
| Less than 99.95% but greater than or equal to 99.0% | 5% |
| Less than 99.0% but greater than or equal to 95.0% | 10% |
| Less than 95.0% | 20% |
1.3 Credit Request and Payment Procedures
To receive an SLA Credit, Customer must submit a claim by filing a support request by opening a case on contact page within thirty (30) days of the last calendar day of the month in which Service Availability was less than the Availability Commitment. It must include:
- the words “SLA Credit Request” in the subject line
- the dates and times of each incident
- a proof out outage. It could be user reports, launcher logs, or screenshots depending on the Service
1.4 SLA Credit Limitations
The Service Commitment does not apply to any unavailability, suspension, or termination of Services, or any other performance issues that result from factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Upsoft; that result from any actions or inactions of you or any third party.
In case of multiple Service failures simultaneously, the Customer can request credits for various services, but no more than 100% in total.
Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD).
1.5 General Limitations and Exclusions
Upsoft will only support functionality that it develops and is under its direct control. Customer owns and is responsible for all content and content feeds within the Platform, Upsoft may assist Customer and its third-party providers in diagnosing and resolving issues or errors, but Customer acknowledges that these matters are outside of Upsoft’s support obligations.
Questions?
We will be happy to answer all the questions you may have! Please reach us on contact@patchkit.net.
