SLA (Service Level Agreement)

Last modified
May 24, 2024, 10:36 pm

"PSG Hosting," "us," "our," "we," and other variants in this document refer to PSG Hosting, LLC. and its other top level domains and subdomains.

1. Network

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

1.1 Service Availability

(“Service Availability”) refers to the total time in a given calendar month that PSG Hosting's infrastructure/network is available throughout the internet, provided that the client and its users have established internet connectivity. PSG Hosting 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 PSG Hosting infrastructure as confirmed by itself, PSG Hosting 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 PSG Hosting defined maintenance window, which occurs in conjunction with at least a 24-hour notice to the client via electronic communication (email and/or Discord). PSG Hosting 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. PSG Hosting 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 PSG Hosting and is only applicable should the service downtime be a result of a direct fault of PSG Hosting. 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 PSG Hosting provides in order to monitor the status of its infrastructure, which includes networks, individual systems and other services. The monitoring service is provided via PSG Hosting's monitoring solutions or contracted third-parties.

2. Support Services

(“Support Services”) are defined as the services provided by PSG Hosting to assist clients with the management and utilization of the rented services which PSG Hosting provides to its clients. PSG Hosting agrees that its team and representatives will do its absolute best to assist with any matter involving a direct fault of an item within PSG Hosting's infrastructure; this includes game control panel configurations. PSG Hosting 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 PSG Hosting's infrastructure is provided entirely under the discretion of PSG Hosting itself.

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