Academy Hosting SLA
This Service Level Agreement ("SLA") outlines our commitments to service quality and the remedies available in case of non-compliance.
Introduction
This Service Level Agreement ("SLA") is a part of the agreement between you ("Customer") and Academy Hosting, a DBA of Academy Gaming LLC ("we," "us," or "our"). This SLA outlines the service levels we commit to providing and the remedies available to you if we fail to meet these service levels. This SLA is incorporated into and governed by our Terms of Service available at www.academy-hosting.com/tos.
Service Commitment
We are committed to providing a reliable and high-quality hosting service. Our goal is to ensure that our Services are available to you 99.9% of the time in any given monthly billing period, excluding scheduled maintenance, emergency maintenance, and circumstances beyond our control.
Definitions
- Service Availability: The percentage of total time during which the Services are available to the Customer, excluding Excluded Downtime.
- Downtime: The period when the Services are unavailable due to issues within our control.
- Excluded Downtime: Downtime resulting from scheduled maintenance, emergency maintenance, Customer's actions, or events beyond our reasonable control (Force Majeure events).
- Scheduled Maintenance: Planned outages for maintenance, upgrades, or repairs, notified to the Customer at least 24 hours in advance.
- Emergency Maintenance: Unscheduled maintenance required to address security vulnerabilities or critical issues.
Service Credits
If we fail to meet the Service Availability guarantee, you will be eligible for a Service Credit as outlined below:
- Availability between 99.0% and 99.9%: 10% credit of the monthly fee.
- Availability between 95.0% and 98.9%: 25% credit of the monthly fee.
- Availability below 95.0%: 50% credit of the monthly fee.
Service Credit Request
To receive a Service Credit, you must submit a request within seven (7) days from the end of the applicable month by contacting us at [email protected]. The request must include:
- Your account information.
- Dates and times of the Downtime.
- Any supporting documentation.
We will evaluate all information provided and make a good faith determination of whether a Service Credit is owed. Service Credits will be applied to your next billing cycle.
Support Services
We offer the following support services:
- Technical Support: Available 24/7 via email at [email protected] and through our support portal on www.academy-hosting.com.
- Response Times: We aim to respond to support requests within 2 hours for critical issues and 24 hours for non-critical issues.
- Escalation Procedures: If your issue is not resolved within the standard response time, it will be escalated to a senior technician.
Contact Information
For any questions or concerns regarding this SLA, please contact us at:
Email: [email protected]
