Rapid Spawn – Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (“SLA”) defines the availability commitments, performance standards, and remedies applicable to eligible Rapid Spawn services.

This SLA forms part of, and is incorporated by reference into, the Rapid Spawn Terms of Service.

2. Scope

This SLA applies to standard Rapid Spawn shared game hosting and web hosting services, unless otherwise stated in writing.

The following are excluded from this SLA unless explicitly agreed in writing:

• Dedicated servers
• Custom infrastructure
• Beta, trial, or promotional services
• Third-party or externally managed services

3. Uptime Guarantee

Rapid Spawn provides a 99.9% network uptime guarantee per calendar month.

“Uptime” refers solely to the availability of Rapid Spawn’s core network and infrastructure required to access the Services.

This guarantee does not apply to application-level availability, client software, or third-party services.

4. Uptime Measurement & Calculation

Uptime is measured using Rapid Spawn’s internal monitoring systems.

Rapid Spawn’s monitoring data shall be considered authoritative for determining uptime and SLA eligibility.

5. Exclusions

The following events are excluded from uptime calculations and SLA eligibility:

• Scheduled maintenance (with advance notice when reasonably possible)
• Emergency or unscheduled maintenance
• Distributed Denial of Service (DDoS) attacks or mitigation activities
• Client-caused issues, misconfiguration, or user error
• Third-party software, mods, plugins, or external integrations
• Force majeure events, including but not limited to:
  • Natural disasters
  • Power failures
  • Network or upstream provider outages
  • Governmental or legal actions

6. Service Credits

If uptime falls below the guaranteed level in a given calendar month, eligible clients may request service credits as follows:

• 99.0% – 99.89% uptime: 5% monthly service credit
• 98.0% – 98.99% uptime: 10% monthly service credit
• Below 98.0% uptime: 20% monthly service credit

Credits are calculated based on the affected service’s monthly base fee, excluding taxes, add-ons, or one-time charges.

7. Credit Conditions

Service credits are subject to the following conditions:

• Credits apply only to future services
• Credits have no cash value and are non-transferable
• Maximum credit is limited to the monthly fee of the affected service
• Credit requests must be submitted within 7 days of the end of the affected calendar month
• Credits are not issued automatically and must be requested via a support ticket

8. Client Responsibilities

Clients are responsible for:

• Proper configuration and management of their services
• Maintaining independent backups of all data
• Promptly reporting service availability issues through official support channels

Failure to report issues in a timely manner may affect SLA eligibility.

9. Modifications & Termination

Rapid Spawn reserves the right to modify, suspend, or terminate this SLA at any time.

Continued use of the Services after changes are posted constitutes acceptance of the revised SLA.

10. Sole Remedy

Service credits issued under this SLA constitute the sole and exclusive remedy for any service availability or uptime-related issues.

No other compensation, damages, or remedies shall apply.

11. Contact Information

SLA-related inquiries may be directed to:
support@rapidspawn.com