Service Level Agreement

1. Uptime Commitment

Arconiq commits to 99.9% monthly uptime for all game server packages. This equates to a maximum of approximately 43.8 minutes of unplanned downtime per month.

2. Measuring Uptime

Uptime is measured from our monitoring systems. Scheduled maintenance (announced at least 24 hours in advance) is excluded from uptime calculations.

3. Service Credits

Credits are applied to your next invoice and cannot exceed 100% of the monthly fee.

4. Claiming Credits

Submit a support ticket within 30 days of the incident. We investigate and respond within 5 business days.

5. Exclusions

• Force majeure events (natural disasters, war, pandemics).
• Downtime caused by customer actions or third-party software.
• Scheduled maintenance.
• DDoS attacks that overwhelm mitigation systems.

6. Support Response Times

• Critical (server down): Response within 1 hour.
• High (major degradation): Response within 4 hours.
• Normal (general support): Response within 24 hours.