Service Level Agreement

Last Updated 11th September 2025

This Service Level Agreement (“SLA”) forms part of the Master Services Agreement between Shockbyte and Customer. Capitalised terms not defined in this SLA shall have the meanings set out in the Agreement.

#1. Uptime Commitment

#1.1 Cluster-Level Uptime

Shockbyte commits to a Monthly Uptime Percentage of at least 99.95%, measured at the Cluster level. A “Cluster” means one or more physical servers or equivalent units grouped together to host one or more game server instances.

#1.2 Measurement

Uptime is measured at the Cluster level based on Shockbyte’s internal monitoring systems. A Cluster is considered available if it remains capable of serving game server instances, regardless of whether individual nodes within the Cluster are unavailable.

#1.3 Scope

If a Cluster is unavailable, this SLA applies only to the portion of Customer’s game servers provisioned on the affected Cluster and does not apply to unaffected Clusters or other Services.

#1.4 Control Panel and APIs

Shockbyte is committed to maintaining high availability of its control panel and APIs and will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.95%, as measured by Shockbyte’s internal monitoring systems.

#2. Downtime and Exclusions

#2.1 Downtime

For the purposes of this SLA, “Downtime” means periods when a Cluster is unavailable due to failures within Shockbyte’s infrastructure, as measured by Shockbyte’s monitoring systems.

#2.2 Exclusions

Downtime shall not include unavailability caused by:

a) Customer’s software, modifications, configurations, third-party code, or misuse
b) Issues affecting individual game servers or instances within an otherwise available Cluster
c) Scheduled maintenance notified at least forty-eight (48) hours in advance
d) Emergency maintenance performed to protect the integrity or security of the Services
e) Force majeure events (including power outages, network failures, acts of government, or natural disasters)
f) Denial-of-service or other malicious attacks that exceed reasonable mitigation capabilities
g) Issues outside Shockbyte’s reasonable control, including upstream provider or datacentre outages

#3. Maintenance Policy

#3.1 Scheduled Maintenance

Shockbyte may perform scheduled maintenance from time to time. Up to four (4) hours per Cluster per month of scheduled maintenance will be excluded from uptime calculations.

#3.2 Emergency Maintenance

Shockbyte may perform emergency maintenance with limited or no prior notice where necessary to address urgent issues. Such maintenance is excluded from uptime calculations.

#3.3 Third-Party and Upstream Maintenance

Shockbyte may also be required to carry out or pass through maintenance activities initiated by datacentre or network providers. Where Shockbyte receives less than forty-eight (48) hours’ notice of such activities, it will use reasonable efforts to notify Customer as soon as practicable. Downtime resulting from such activities shall be excluded from Downtime calculations.

#4. DDoS Protection

Shockbyte provides commercially reasonable DDoS mitigation. Given the evolving nature of such attacks, no guarantee of uninterrupted service is provided, and downtime due to DDoS attacks is excluded from SLA calculations.

#5. Service Credits

#5.1 Eligibility

If the Monthly Uptime Percentage for Game Server Hosting, as defined in Section 1.1, falls below 99.95% due to Downtime (as defined in Section 2.1) within Shockbyte’s control, Customer may be eligible to receive a service credit in accordance with this Section. Service credits do not apply to control panel or API availability.

#5.2 Claim Process

To receive a service credit, Customer must submit a written claim within seven (7) days after the relevant Downtime has occurred. Shockbyte’s internal monitoring records shall be authoritative in determining eligibility for credits.

The claim must include:
a) The dates and times of the alleged Downtime
b) The affected Clusters
c) A description of Customer’s game servers or workloads affected

#5.3 Credit Calculation

If Shockbyte confirms that the Monthly Uptime Percentage for a Cluster fell below 99.95%, Customer will be entitled to the following service credits, calculated as a percentage of the monthly fees for the affected game servers hosted on that Cluster in the applicable month:

99.0% to <99.95% uptime: 10% credit
95.0% to <99.0% uptime: 25% credit
<95.0% uptime: 50% credit