Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) outlines the service commitments provided by TLS Servers-Studios LLC.
Uptime Guarantee
TLS Servers-Studios LLC guarantees 99.9% uptime per calendar month.
- Scheduled maintenance (with notice)
- Client misconfiguration
- DDoS attacks beyond mitigation capacity
- Force majeure events
- Third-party software issues
Support & Response Times
Support is available via ticket system, email, and Discord.
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service down | ≤ 1 hour |
| High | Major impact | ≤ 4 hours |
| Medium | Partial issues | ≤ 12 hours |
| Low | General inquiries | ≤ 24 hours |
Performance
- High-performance hardware (SSD/NVMe)
- Low-latency network
- Optimized hosting environment
Backups
Backups are not guaranteed unless explicitly included in your plan. Clients are responsible for maintaining their own backups.
Maintenance
Scheduled maintenance will be announced in advance when possible. Emergency maintenance may occur without prior notice.
SLA Credits
| Uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% |
| 98.0% – 98.99% | 25% |
| < 98.0% | 50% |
Credits must be requested within 7 days and apply to future invoices only.
Limitations of Liability
TLS Servers-Studios LLC is not liable for data loss, revenue loss, or indirect damages. Liability is limited to the amount paid for the service.