Service Level Agreement

Overview

Serverside Networks Inc. agrees to furnish services to the Subscriber, subject to the following (“Terms of Service”). Serverside Networks Inc., the company here after referred to as, (“Serverside.com “), (“Us”), (“We”) and The Client, (“Customer”), (“Client”) and (“You”). Use of Serverside.com Service constitutes acceptance and agreement to AUP (“Acceptable Use Policy”) and ToS (“Terms of Service”). All provisions of this agreement are subject to change from time to time at the discretion of Serverside.com. Subscriber understands that change to the SLA by Serverside.com shall not be grounds for early contract termination or non-payment.

1. Network

(“Network”) is defined as all equipment, software and facilities within Serverside.com’s infrastructure, which includes Serverside.com’s contracted and leased services outsourced from its providers, which Serverside.com utilizes to provide its web, game server and voice server hosting services.

1.1 Service Availibility

(“Service Availability”) refers to the total time in a given calendar month that Serverside.com’s infrastructure/network is available throughout the internet, provided that the client and its users have established internet connectivity. Serverside.com takes responsibility for the service availability within its own infrastructure, and what it has control over, however cannot be held liable for issues directly related to external providers, which include bandwidth, software or hardware.

1.2 Service Downtime

(“Service Downtime)” is defined as any unplanned interruption in service availability during which the client is unable to access the rented services as described in preceding section 1.1. Provided that the downtime has been confirmed to have been a result of the fault of an issue within the Serverside.com infrastructure as confirmed by itself, Serverside.com will measure the total length of time of the unplanned service downtime during a calendar month for affected clients.

1.3 Scheduled Service Downtime

(“Scheduled Service Downtime”) is defined as scheduled interruption of service. Scheduled downtime takes place during a Serverside.com defined maintenance window, which occurs in conjunction with a 1 hour notice to the client via electronic communication (email). Serverside.com agrees to schedule its maintenance procedures to take place during times at which clients will be least affected, and to expedite the procedures to reduce downtime incurred.

1.4 Performance Credit

(“Performance Credit”) is defined as the amount credited to a client when 100% service uptime is not met. Serverside.com will credit the customer 5% of its monthly (pro-rated to monthly if on a term other than monthly) service fee for each 1 hour of service downtime incurred up to 100% of the client’s monthly service (rental) fee. Performance credit, or SLA credit, is issued entirely at the discretion of Serverside.com and is only applicable should the service downtime be a result of a direct fault of Serverside.com. Performance credit is NOT applicable in the case of any sort of service attack (DDoS), hardware failure, software failure, or a failure/issue induced by the client themselves.

1.5 Monitoring Service

(“Monitoring Service”) is defined as the service which Serverside.com provides in order to monitor the status of its infrastructure, which includes networks, individual systems and other services. The monitoring service is provided via Serverside.com’s monitoring solutions

2. Support Services

(“Support Services”) are defined as the services provided by Serverside.com to assist clients with the management and utilization of the rented services which Serverside.com provides to its clients. Serverside.com agrees that its team and representatives will do its absolute best to assist with any matter involving a direct fault of an item within Serverside.com’s infrastructure; this includes game control panel configurations. Serverside.com cannot guarantee that it will be able to assist in any matter directly related to the software in which it is hosting for its clients, nor anything which its clients add on or change themselves. Any support offered past what involves issues directed at Serverside.com’s infrastructure is provided entirely under the discretion of Serverside.com itself.

Generally, this applies to issues with modded/third party content which clients tend to add onto their rented services.