Service Level Agreement
Our SLA applies to all of our services, including game servers, Virtual Dedicated Servers, dedicated machines, and voice servers.
Customer responsibilities and/or requirements in support of this Agreement include:
- Payment for all costs at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service related incident or request
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
- Support & Service Time
A staff member shall respond to any new support request made through the “Tickets” page during our business hours within 7 hours, if time exceeds this, we will treat the exceeded time as downtime and credit your account for the duration. Credits are applied using the standard formula as seen here: (1 hr)/(24 hours * 30 days) * ($ Amount). Performance issues caused by RGServers will be resolved within 48 hours of our determination of the source of the problem.
- Server Setup
Any ordered service will be put up at most 24 hours after the subscription has been activated. Time that the service is not online past the 24 hour mark will be credited, or the free trial extended, as applicable.
- 99% Uptime Guarantee – 30 Days
Our 99% Uptime Guarantee is calculated every 30 days, which means we are allowed a maximum of 7 hours, 26 minutes, and 24 seconds. If we’ve gone over our allotted time, a credit will be made to each client so-long-as they request the credits through our support page found here: Support Tickets
Effects from scheduled maintenance events that were previously e-mailed or posted in the client’s control panel are not covered under this SLA. Each maintenance event that is logged will describe how the service will be affected and an estimated time frame will be given, in some cases, a time frame may be indefinite.
This SLA is suspended for when a service becomes a target of a Denial of Service attack (DoS/DDoS).
This Agreement does not supersede current processes and procedures unless explicitly stated herein.