Service level agreement

Effective date: April 22, 2022

Voxbyte agrees to provide services to the customer, subject to the following (“Service Level Agreement”). Voxbyte may be referred to as "Voxbyte", "we", "us", or other first-person pronouns and you may be referred to as "customer", or other second-person pronouns. Use of Voxbyte Services constitutes acceptance and agreement to ToS (“Terms of Service”). All provisions of this agreement are subject to change from time to time at the discretion of Voxbyte.

Service Commitment

Voxbyte will use commercially reasonable efforts to make the Included Services available with a Monthly Uptime Percentage of at least 99.95%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Uptime PercentageService Credit Percentage
Less than 99.95% but equal to or greater than 99.0%10%
Less than 99.0% but equal to or greater than 95.0%25%
Less than 95.0%100%

Credit Request and Payment Procedures

To submit an SLA claim, you must contact us within one week (seven days) of the outage via the Live Chat. To be eligible, the SLA claim request message should include:
  1. the words “Voxbyte SLA Credit Request” in the top line of the request message;
  2. the dates and times of each Unavailability incident that you are claiming;
  3. the affected servers IPs
  4. your request logs that document the errors and corroborate your claimed outages
If the Monthly Uptime Percentage of such a credit request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within 3 business days after your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service performance issues:
(i) that result from service suspension / tos violation
(ii) caused by 3rd party software, mods, plugins, custom content etc’
(iii) that result from any actions or inactions of you or any third party, as situations that involve the game server or save data being out of date with the latest version of a game, invalid server configurations, limitations set by the configuration of your server, intentional server crashes caused by players or owners, custom server configurations, or when your server is offline.
(iv) that result from failures or updates from the official game publishers (e.g., new game update that causes failures, game official servers outages and more);
(iv) that result from scheduled maintenance that published to customer at least 48 hours prior to the start time
If availability is impacted by factors other than those described above, then we may issue a Service Credit considering such factors at our discretion.