Service Level Agreement (SLA)

Last updated: December 3, 2025

1. Uptime Guarantee

EZ Game Host guarantees 99.9% uptime for all game server hosting services, measured on a monthly basis. This guarantee applies to network availability and server hardware availability.

Uptime is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100%

2. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits:

  • 99.0% - 99.9% uptime: 10% credit of monthly service fee
  • 95.0% - 99.0% uptime: 25% credit of monthly service fee
  • Below 95.0% uptime: 50% credit of monthly service fee

Service credits will be applied to your next billing cycle and cannot be exchanged for cash.

3. Exclusions

The following are excluded from uptime calculations:

  • Scheduled maintenance with at least 48 hours notice
  • Emergency maintenance required for security or stability
  • Issues caused by customer actions or configurations
  • Third-party service outages (ISPs, game developers, etc.)
  • Force majeure events (natural disasters, wars, etc.)
  • DDoS attacks or other malicious activities
  • Violations of our Terms of Service or Acceptable Use Policy

4. Maintenance Windows

We schedule maintenance during low-traffic periods and provide advance notice:

  • Planned maintenance: 48+ hours notice via email and status page
  • Emergency maintenance: As much notice as possible given the circumstances
  • Maintenance typically occurs during off-peak hours

5. Response Times

We commit to the following response times for support tickets:

  • Critical issues (service down): 1 hour initial response
  • High priority: 4 hours initial response
  • Medium priority: 24 hours initial response
  • Low priority: 72 hours initial response

6. Claiming Service Credits

To claim a service credit, you must:

  • Submit a credit request within 30 days of the incident
  • Provide details of the downtime, including timestamps
  • Have an active account in good standing

Credit requests should be submitted to [email protected].

7. Monitoring and Reporting

We continuously monitor our infrastructure and maintain detailed logs of all service incidents. Uptime statistics are available on our status page at status.ezgamehost.com.

8. Limitation of Liability

Service credits are the sole and exclusive remedy for any failure to meet the uptime guarantee. This SLA does not create any additional warranties or guarantees beyond those provided in our Terms of Service.

9. Changes to SLA

We reserve the right to modify this SLA with 30 days notice. Changes will be communicated via email and posted on our website.

10. Contact

For questions about this SLA, please contact us at [email protected].