Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") outlines the service availability commitments and remedies provided by Galaxy Nexus to customers using our hosting services. This SLA applies to all paid hosting services including game servers, VPS, and dedicated servers.

2. Uptime Guarantee

• We guarantee 99.9% uptime for all hosted services, measured monthly
• Uptime is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes x 100
• Scheduled maintenance windows are excluded from downtime calculations
• Network uptime refers to external connectivity to our network

3. Service Credit Structure

• 99.0% - 99.8%: 10% credit on monthly service fee
• 95.0% - 98.9%: 25% credit on monthly service fee
• 90.0% - 94.9%: 50% credit on monthly service fee
• Below 90%: 100% credit on monthly service fee

4. Credit Eligibility

• Credits must be requested within 14 days of the incident
• Credits are applied to the next billing cycle
• Maximum credit per month is 100% of the affected service fee
• Multiple outages in a single month are cumulative

5. Exclusions

• Scheduled maintenance with 48 hours notice
• Customer-initiated actions or configuration changes
• Third-party software or application issues
• Force majeure events (natural disasters, etc.)
• DDoS attacks or other malicious activity
• Issues caused by customer exceeding resource limits
• Suspension resulting from a VPS use case that diverges from the approved access application

6. Scheduled Maintenance

• We perform regular maintenance to ensure service quality
• Maintenance windows are scheduled during off-peak hours (UTC+10)
• At least 48 hours notice is provided for planned maintenance
• Emergency maintenance may be performed without notice if critical

7. Response Times

• Critical issues (complete outage): Response within 1 hour
• High priority (severe degradation): Response within 4 hours
• Medium priority (partial outage): Response within 24 hours
• Low priority (minor issues): Response within 48 hours

8. Support Channels

• Priority Support customers: 24/7 via ticket system
• Standard customers: Business hours via ticket system
• Emergency hotline available for critical issues
• Response times apply to business hours unless Priority Support is active

9. Network Performance

• Latency to major Australian cities: < 50ms
• International latency varies by region
• DDoS protection included
• Multiple upstream providers for redundancy

10. Hardware Replacement

• Failed hardware replaced within 24 hours (business hours)
• RAID rebuilds commence within 24 hours (business hours)
• Emergency hardware replacement available upon request
• Additional charges for hardware failure replacement may apply

11. Data Backup

• Daily automated backups for all services
• Backups retained for 7 days at no extra cost
• Backup restoration within 24 hours of request
• Customer-initiated backups available upon request

12. Claim Process

• Submit ticket with subject: 'SLA Credit Request'
• Include date, time, and description of the issue
• Our team will investigate and respond within 48 hours
• Credit will be applied upon verification

13. Service Credits vs Refunds

Service credits are the sole and exclusive remedy for SLA violations. Service credits are not transferable and have no cash value. This SLA does not entitle customers to refunds, only to service credits as outlined above. Nothing in this SLA limits any right you have under the Australian Consumer Law, including consumer guarantees, to the extent those rights cannot lawfully be excluded or limited by contract.

14. Changes to SLA

We reserve the right to modify this SLA at any time. Material changes will be communicated via email or notice on our website. Continued use of services after changes constitutes acceptance of the updated SLA.

15. Contact

For SLA-related inquiries or to request service credits, please contact us at: [email protected]