Service Level Agreement
For Cloud nodes and the BYOC control plane. Free and Indie are best effort.
Commitment#
| Component | Monthly availability | Measured as |
|---|---|---|
| Token issuance and signalling for dedicated projects | 99.9 % | successful /v1/tokens and join handshakes per 1-minute window, from our monitoring |
| Running cloud nodes | 99.9 % | node healthy and reachable; a failed node replaced by autoscale within 5 minutes does not count as downtime beyond those minutes |
| Control plane API and console | 99.5 % | /readyz probes |
Credits#
| Availability | Credit on the affected month's fees |
|---|---|
| < 99.9 % and ≥ 99.0 % | 10 % |
| < 99.0 % and ≥ 95.0 % | 25 % |
| < 95.0 % | 50 % |
Request in writing within 30 days of the month end; credits apply to the next invoice and are the sole remedy for availability shortfalls.
Exclusions#
- Your own infrastructure (BYOC machines, network, ISP), your game servers or clients.
- Scheduled maintenance announced 72 hours ahead, at most 4 hours a month, outside 16:00–24:00 UTC.
- Suspension under the Terms or AUP, or unpaid invoices.
- Degradation caused by your spending-limit ladder, by exceeding plan limits, or by force majeure and upstream provider regional outages beyond one availability zone.
Support#
| Plan | Channel | First response |
|---|---|---|
| Free | community (GitHub Discussions) | — |
| Indie | 2 business days | |
| Cloud / BYOC | 1 business day; P1 (voice down) 2 hours, 24×7 |
Incident history and maintenance notices are published in the changelog and sent by e-mail to organisation owners; a public status page will follow.