Rapid Spawn Service Level Agreement (SLA)
EFFECTIVE:
LAST UPDATED:
1. PURPOSE
This Service Level Agreement (“SLA”) defines the availability commitments, performance standards, and remedies applicable to eligible Rapid Spawn services.
This SLA forms part of, and is incorporated by reference into, the Rapid Spawn Terms of Service.
2. SCOPE
This SLA applies to standard Rapid Spawn shared game hosting and web hosting services, unless otherwise stated in writing.
The following are excluded from this SLA unless explicitly agreed in writing:
Dedicated servers
Custom infrastructure
Beta, trial, or promotional services
Third-party or externally managed services
3. UPTIME GUARANTEE
Rapid Spawn provides a 99.9% network uptime guarantee per calendar month.
“Uptime” refers solely to the availability of Rapid Spawn’s core network and infrastructure required to access the Services.
This guarantee does not apply to application-level availability, client software, or third-party services.
If you are using the Services on behalf of a business or other legal entity, you represent that you have the authority to bind that entity to these Terms.
4. UPTIME MEASUREMENT & CALCULATION
Uptime is measured using Rapid Spawn’s internal monitoring systems.
Rapid Spawn’s monitoring data shall be considered authoritative for determining uptime and SLA eligibility.
5. EXCLUSIONS
The following events are excluded from uptime calculations and SLA eligibility:
Scheduled maintenance (with advance notice when reasonably possible)
Emergency or unscheduled maintenance
Distributed Denial of Service (DDoS) attacks or mitigation activities
Client-caused issues, misconfiguration, or user error
Third-party software, mods, plugins, or external integrations
Force majeure events, including but not limited to:
Natural disasters
Power failures
Network or upstream provider outages
Governmental or legal actions
6. SERVICE CREDITS
If uptime falls below the guaranteed level in a given calendar month, eligible clients may request service credits as follows:
99.0% – 99.89% uptime: 5% monthly service credit
98.0% – 98.99% uptime: 10% monthly service credit
Below 98.0% uptime: 20% monthly service credit
Credits are calculated based on the affected service’s monthly base fee, excluding taxes, add-ons, or one-time charges.
7. CREDIT CONDITIONS
Service credits are subject to the following conditions:
Credits apply only to future services
Credits have no cash value and are non-transferable
Maximum credit is limited to the monthly fee of the affected service
Credit requests must be submitted within 7 days of the end of the affected calendar month
Credits are not issued automatically and must be requested via a support ticket
8. CLIENT RESPONSIBILITIES
Clients are responsible for:
Proper configuration and management of their services
Maintaining independent backups of all data
Promptly reporting service availability issues through official support channels
Failure to report issues in a timely manner may affect SLA eligibility.
9. MODIFICATIONS & TERMINATION
Rapid Spawn reserves the right to modify, suspend, or terminate this SLA at any time.
Continued use of the Services after changes are posted constitutes acceptance of the revised SLA.
10. SOLE REMEDY
Service credits issued under this SLA constitute the sole and exclusive remedy for any service availability or uptime-related issues.
No other compensation, damages, or remedies shall apply.
11. CONTACT INFORMATION
SLA-related inquiries may be directed to:
support@rapidspawn.com
- support@rapidspawn.com
