> For the complete documentation index, see [llms.txt](/llms.txt) # SLA Service Level Agreement for Game Server Services. ## Scope This SLA applies to the Professional and Enterprise plans. The Individual plan is not covered by this SLA. The uptime guarantee and refunds are applied on a per-microservice basis. Features offered as beta or preview versions are not covered by this SLA. ## Uptime Guarantee Game Server Services guarantees a monthly uptime of 99.99% for each microservice. ## Definition of an Outage An "outage" refers to a state in which the rate of errors that do not occur under normal traffic exceeds 10% of all requests to the microservice in question, and that state continues for 5 minutes or longer. Outages are determined on a per-microservice basis. Even if an outage occurs in one microservice, other microservices that were operating normally are not considered to have experienced an outage. The following are not included in the error rate calculation. - Errors returned normally due to the content of the request, such as invalid arguments, authentication failures, or insufficient balance - Errors returned due to request rate limiting or exceeding any applicable quota - Downtime associated with maintenance announced in advance - Failures caused by your application or network environment - Failures caused by third-party services outside the control of GS2 - Failures caused by natural disasters, war, civil unrest, terrorism, riots, labor disputes, the enactment or amendment of laws and regulations, orders from government authorities, large-scale network outages, or other events of force majeure - Any other failure caused by circumstances not attributable to the fault of GS2 If the service becomes unavailable due to any of the above, that period is not counted as outage time and is not eligible for a refund. ## Measurement of Outages Whether an outage occurred and how long it lasted are determined based on measurements taken by the monitoring system operated by GS2. ## Calculating Monthly Uptime The duration of an outage is measured in minutes for each microservice, and monthly uptime is calculated using the following formula. ``` Monthly uptime = (Total minutes in the month - Minutes of outage) ÷ Total minutes in the month × 100 ``` ## Refund When the SLA Is Not Met For any microservice whose monthly uptime falls below 99.99%, we will refund the monthly usage fee corresponding to the period during which the SLA was not met. ``` Refund amount = Usage fee for the affected microservice in the month × (Minutes of outage ÷ Total minutes in the month) ``` The refund will be issued either as a credit against a subsequent invoice or as a direct refund. ### When Using Annual Prepayment If you use annual prepayment, one twelfth of the prepaid amount is treated as the monthly usage fee for the month. The refund is then calculated by prorating that amount according to the ratio of requests to each microservice during the month. ### Requesting a Refund To receive a refund, please contact us via chat by the last day of the month following the month in which the outage occurred. When you contact us, please tell us the date and time of the outage, the affected microservice, and the details of the affected requests. Requests submitted after this deadline are not eligible for a refund. ### Maximum Refund Amount The total refund amount is capped at the GS2 usage fee for the month in question. ### Sole Remedy The refund set forth in this SLA is your sole and exclusive remedy for any failure to meet the guaranteed uptime. GS2 bears no liability beyond the refund set forth in this SLA for any damages arising from a failure to meet the guaranteed uptime. ## Revisions to This SLA This SLA may be revised. If we revise it, we will announce the revision in advance, and the revised content will apply from the date specified in the announcement.