Service Level Agreement

Last Updated: 03/16/2026

This Service Level Agreement ("SLA") is part of the agreement between Innovative Studios LLC ("Provider", "we", "us") and users of our services ("Customer", "you"). This SLA applies to the managed hosting option of our admin control panel for game servers.

1. Service Commitment

Innovative Studios LLC is committed to providing a reliable service with 99.9% uptime for our managed hosting solution. This uptime commitment excludes scheduled maintenance periods.

2. Definitions

Uptime: The period during which the service is operational and accessible to customers.

Downtime: The period during which the service is unavailable due to issues within our control.

Critical Issue: An issue causing complete service unavailability or severe functionality impairment affecting all users.

Major Issue: An issue causing significant functionality impairment or affecting a substantial portion of users.

Minor Issue: An issue causing limited functionality impairment or affecting a small portion of users.

3. Response and Resolution Times

We commit to the following response and resolution timeframes:

The timeframes above begin from when we acknowledge receipt of your properly submitted support request.

4. Scheduled Maintenance

To ensure optimal performance and security:

Standard maintenance: We will provide at least 3 days' advance notice.

Critical maintenance: For urgent security patches or critical issues, we may perform maintenance with limited or no advance notice at our discretion.

During scheduled maintenance periods, services may be unavailable or operate with limited functionality. These periods are excluded from uptime calculations.

5. Exclusions

This SLA does not apply to:

Issues resulting from Customer's equipment, software, or other technology

Force majeure events (natural disasters, acts of war, etc.)

Suspension or termination of services in accordance with the Terms of Service

Third-party service failures outside our control

Scheduled maintenance periods

Beta or trial services explicitly marked as such

6. Compensation

We do not offer automatic compensation for failure to meet the commitments in this SLA. However, in certain circumstances and at our sole discretion, we may choose to provide compensation in the form of service credits or extended service periods.

7. Support Requests

To ensure proper handling of issues:

All support requests must be submitted through our designated support channels

Requests should include detailed information about the issue, including timestamps, error messages, and steps to reproduce

Customers must be available to provide additional information if requested

8. SLA Modifications

We reserve the right to modify this SLA at any time. We will provide notice of any material changes. Your continued use of the Service after such modifications constitutes your acceptance of the revised SLA.