Rockstar Servers Service Level Agreement (SLA)

Rockstar Servers ("Provider") and The Customer ("Client") hereby agree to the following Service Level Agreement ("SLA") for server hosting services as described in the accompanying Service Agreement.

1. Service Description:

This SLA covers the following services provided by Provider:

• All Services and Products sold and provided by Rockstar Servers

2. Service Availability:

• Provider guarantees a 90% network uptime, measured on a monthly basis.
• Scheduled maintenance will be performed during a previously announced time period and will be communicated to the Client at least 24 hours in advance.
• Unscheduled maintenance or emergency downtime will be communicated to the Client as soon as possible.
• Downtime is defined as the server being inaccessible from the public internet due to Provider's network or hardware failure, excluding scheduled maintenance and Client-caused issues.

3. Support:

• Providers will provide technical support via Discord Server & On-Site Billing Area Tickets.
• Support will be available 8AM-4PM CST..
• Response times for support requests will be as follows:
• Critical Issues: 1-2 Hour Response
• High Priority Issues: 4-6 Hour Response
• Normal Priority Issues: 6-12 Hour Response
• Provider will provide emergency support for server down situations 24/7.

4. Backups and Data Recovery (if applicable):

• Provider is not responsible for data loss caused by client error.

5. Monitoring:

• Provider will monitor server availability and performance.
• Provider will notify the Client of any critical issues or performance degradation.
• Client will have access to a monitoring dashboard (if applicable).

6. Service Credits:

• If the network uptime falls below the guaranteed 80%, the Client will be eligible for service credits as follows:
• 75% - 80%: $10 of the monthly service fee.
• Below 74%: $20 of the monthly service fee.
• Service credits will be applied to the Client's next invoice.
• Service credits are the Client's sole remedy for downtime.
• Service credits are not given for client caused downtime.

7. Exclusions:

This SLA does not cover:

• Downtime caused by Client actions or negligence.
• Downtime caused by third-party software or hardware.
• Downtime caused by force majeure events (e.g., natural disasters, acts of war).
• Downtime from scheduled maintenance.
• DDoS attacks.

8. Term and Termination:

• This SLA will be effective as of the date of the Service Agreement and will remain in effect for the duration of the agreement.
• Either party may terminate this SLA in accordance with the termination provisions of the Service Agreement.

9. Amendments:

• This SLA may be amended by mutual agreement when a product and customer account have been purchased and created.

10. Governing Law:

• This SLA shall be governed by and construed in accordance with the laws of United States of America

10. Entire Agreement:

• This SLA, together with the Service Agreement, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior 1 or contemporaneous communications and proposals, whether oral or written.