Service Level Agreement
Last Updated: April 2026
1. Service Availability
GameForge commits to the following uptime guarantee:
- 99.9% Network Uptime - Measured monthly
- Excludes scheduled maintenance (announced 48 hours in advance)
- Excludes circumstances beyond our control (force majeure)
2. Support Response Times
- Critical (Service Down): Within 1 hour
- High (Significant Impact): Within 4 hours
- Normal (General Questions): Within 24 hours
- Low (Feature Requests): Within 48 hours
3. Performance Metrics
- Server provisioning within 60 seconds
- Panel access available 24/7
- DDoS protection active at all times
4. Service Credits
If we fail to meet our uptime guarantee, eligible customers may receive service credits:
- Below 99.9% to 99.0%: 10% of monthly fee
- Below 99.0% to 95.0%: 25% of monthly fee
- Below 95.0%: 50% of monthly fee
Credits must be requested within 7 days of the incident.
5. Scheduled Maintenance
Scheduled maintenance is announced 48 hours in advance and typically occurs during off-peak hours. Emergency maintenance may be performed with shorter notice.
6. Monitoring
Check our real-time service status at our status page
7. Contact
For SLA-related inquiries or credit requests, contact [email protected]