Service Level Agreement

Service Level Agreement (SLA) for Game Server Hosting Services

This Service Level Agreement (SLA) is made between Streamers Host ("Service Provider") and the client ("Client") for the provisioning of game server hosting services.

Effective Date: 10/17/2024

By using the services provided by Streamers Host, the Client agrees to the terms and conditions outlined in this SLA.

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Service Description

 Services Provided

Streamers Host is committed to delivering a comprehensive suite of game server hosting services designed to ensure optimal performance, reliability, and client satisfaction. These services include, but are not limited to, the following:

Server Setup:

Initial Configuration: Streamers Host will handle the complete setup of game servers, including the installation of necessary software, configuration of game environments, and customization to meet specific client requirements.

Optimization: We will optimize server settings to ensure the best possible performance for the hosted games, including fine-tuning for latency, bandwidth, and resource allocation.

Maintenance:

Routine Maintenance: Regular maintenance activities will be conducted to ensure the server's operating system and software are up to date. This includes applying patches, updates, and security enhancements to prevent vulnerabilities.

Performance Monitoring: Continuous monitoring of server performance metrics such as CPU usage, memory utilization, and network throughput to detect and address potential issues proactively.

Backup Services: Regular backups of game data and server configurations to secure against data loss and ensure quick recovery in case of failures.

Support:

24/7 Technical Support: Around-the-clock technical support is available to assist clients with any server-related issues. Support can be accessed through various channels including email, phone, live chat, and our ticket system.

Incident Management: A structured approach to managing and resolving incidents, ensuring minimal disruption to game services. This includes root cause analysis and preventive measures to avoid future occurrences.

Client Training and Documentation: Providing comprehensive documentation and training materials to clients, enabling them to understand and utilize server features effectively.

Security Measures:

DDoS Protection: Implementation of advanced DDoS protection to safeguard servers against distributed denial-of-service attacks, ensuring continuous availability and performance.

Firewalls and Intrusion Detection: Use of firewalls and intrusion detection systems to protect servers from unauthorized access and malicious activities.

Data Encryption: Encrypting sensitive data to maintain confidentiality and integrity during storage and transmission.

Scalability:

Dynamic Scaling: The ability to dynamically scale server resources in response to fluctuating player loads, ensuring optimal performance during peak times.

Geographic Flexibility: Provisioning servers in various geographic locations to reduce latency and improve the gaming experience for players worldwide.

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Performance Metrics

Uptime Guarantee:
Streamers Host guarantees a minimum uptime of 99.9% per month for the hosted game servers.

Uptime Calculation:
Uptime is calculated as follows:

Uptime Percentage=(Total Minutes in a Month−Downtime Minutes/Total Minutes in a Month)×100

Downtime Definition:
Downtime refers to any period when the game servers are not accessible due to issues within the Service Provider's control, excluding scheduled maintenance.

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Responsibilities

Service Provider Responsibilities:

Ensure server availability with a minimum uptime of 99.9%.

Monitor server performance and address any issues promptly.

Provide scheduled maintenance windows and notify clients at least 48 hours in advance.

Offer 24/7 support for critical issues through either our ticket system or live support.

Client Responsibilities:

Report any server issues promptly through the designated support channels.

Adhere to the usage policies and guidelines provided by Streamers Host.

Provide accurate contact information for notifications.

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Scheduled Maintenance

Maintenance Window:
Scheduled maintenance will occur during off-peak hours to minimize impact. Clients will be notified at least 48 hours in advance.

Maintenance Duration:
Scheduled maintenance will not exceed [48] hours per month and will be excluded from uptime calculations.

Emergency Maintenance

Emergency Maintenance: In case of critical issues, emergency maintenance may be necessary. The Provider will endeavor to minimize downtime and inform Clients as soon as possible.

Exclusions

Exclusions: Downtime resulting from the following will not be counted towards the uptime guarantee:

Scheduled maintenance

Client's configurations or network issues

Third-party attacks (e.g., DDoS)

Acts of God or other uncontrollable circumstances

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Penalties and Remedies

Uptime Commitment:
If Streamers Host fails to meet the 99.9% uptime guarantee, the Client is entitled to a pro-rata credit based on the amount of downtime.

Pro-Rate Credit Calculation:
The pro-rate credit is calculated as follows:

Credit Amount = (monthly service fee) x (days without service/days in the month) the credit will be rounded to the nearest half-day or 12-hour period.

Claiming Credits:
Clients must request credits within 30 days of the end of the month in which the uptime commitment was not met.

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Monitoring and Reporting

Performance Monitoring:
Streamers Host will use automated tools to monitor server performance and uptime continuously.

Reporting:
Clients will have access to monthly performance reports detailing uptime and any incidents.

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Security and Confidentiality

Security Measures:
Streamers Host will implement industry-standard security measures to protect client data and server integrity.

Confidentiality:
All client data will be treated as confidential and will not be disclosed to third parties without the client's consent, except as required by law.

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Dispute Resolution

Escalation Path:
In case of disputes, clients should follow the escalation path:

Contact support for initial resolution.

If unresolved, escalate to Streamers Host management.

If still unresolved, engage in mediation or arbitration as per the terms agreed.

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Term and Termination

Term:
This SLA is effective from the Effective Date and will remain in force until review is needed, subject to renewal.

Termination:
Termination by Client: Clients may terminate the service by providing 30 days written notice. Service credits will not be provided for the termination month.

Termination by Provider: The Provider reserves the right to terminate services for violations of the Terms of Service, non-payment, or any activities that may harm the Provider's infrastructure or reputation.

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Review and Revisions

Regular Reviews:
This SLA will be reviewed annually or as necessary to ensure it remains relevant and effective.

Revisions:
Any changes to this SLA will be communicated to clients after any changes are made to the agreement.

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By using the services provided by Streamers Host, the Client acknowledges and agrees to the terms outlined in this Service Level Agreement. This agreement does not require a signature and is considered binding upon the commencement of service use. The Client agrees to this contract and becomes legally binding also upon signing of our Terms of Service Agreement.