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Service Level Agreement

Last updated: May 5th, 2018

Host Havoc Ltd. agrees to furnish services to the Subscriber, subject to the following (“Terms of Service”). Host Havoc Ltd., the company here after referred to as, (“Host Havoc “), (“Us”), (“We”) and The Client, (“Customer”), (“Client”) and (“You”). Use of Host Havoc Service constitutes acceptance and agreement to AUP (“Acceptable Use Policy”) and ToS (“Terms of Service”). All provisions of this agreement are subject to change from time to time at the discretion of Host Havoc. Subscriber understands that change to the SLA by Host Havoc shall not be grounds for early contract termination or non-payment.

1. Network

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

1.1 Service Availibility

(“Service Availability”) refers to the total time in a given calendar month that Host Havoc’s infrastructure/network is available throughout the internet, provided that the client and its users have established internet connectivity. Host Havoc 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 Host Havoc infrastructure as confirmed by itself, Host Havoc 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 Host Havoc defined maintenance window, which occurs in conjunction with a 1 hour notice to the client via electronic communication (email). Host Havoc 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. Host Havoc 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 Host Havoc and is only applicable should the service downtime be a result of a direct fault of Host Havoc. 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 Host Havoc provides in order to monitor the status of its infrastructure, which includes networks, individual systems and other services. The monitoring service is provided via Host Havoc’s monitoring solutions

2. Support Services

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

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