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 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.php.
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 reasonable 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 the reasonable control of Academy Gaming LLC.
- Excluded Downtime: Downtime resulting from Scheduled Maintenance, Emergency Maintenance, Customer actions or inactions, misconfiguration, third-party software or services not managed by us, attacks or abuse originating from or caused by the Customer environment, or events beyond our reasonable control, including Force Majeure events.
- Scheduled Maintenance: Planned outages for maintenance, upgrades, or repairs, for which we will make reasonable efforts to provide notice at least 24 hours in advance.
- Emergency Maintenance: Unscheduled maintenance required to address security vulnerabilities, abuse, or other critical issues.
Service Credits
If we fail to meet the Service Availability guarantee, you may be eligible for a Service Credit as outlined below:
- Availability between 99.0% and 99.9%: 10% credit of the applicable monthly fee.
- Availability between 95.0% and 98.9%: 25% credit of the applicable monthly fee.
- Availability below 95.0%: 50% credit of the applicable monthly fee.
Where applicable by law and only within the scope of issues reasonably within the control of Academy Gaming, LLC, Service Credits may be issued for qualifying downtime. Academy Gaming, LLC reserves the right to deny, reduce, or modify Service Credits for outages, downtime, or service interruptions that are caused directly or indirectly by the Customer, the Customer's users, the Customer's software, configuration, or actions, or any event outside the control or reasonable capabilities of Academy Gaming, LLC.
Service Credits are the sole and exclusive remedy for any failure by Academy Gaming, LLC to meet the Service Availability commitment described in this SLA, unless otherwise required by applicable law.
Service Credit Request
To receive a Service Credit, you must submit a request within seven (7) days after the end of the applicable month by contacting us at [email protected]. The request must include:
- Your account information;
- The dates and times of the Downtime; and
- Any supporting documentation reasonably available to you.
We will evaluate all information provided and make a good faith determination as to whether a Service Credit is owed. Approved Service Credits will be applied to a future billing cycle and are not redeemable for cash, except where required by law.
Support Services
We offer the following support services:
- Technical Support: Available 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 may be escalated to a senior technician as appropriate.
Contact Information
For any questions or concerns regarding this SLA, please contact us at:
Email: [email protected]
