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Service Level Agreement
Last Updated: July 29, 2025
This SLA applies to all Floatpoint services (Game Server Platform and Managed Infrastructure) and forms part of your customer agreement.
1. Definitions
1.1. Downtime
The total time (in minutes) during which a service is unavailable, excluding Scheduled Maintenance or other Exclusions.
1.2. Monthly Uptime Percentage
((Total Minutes in Month – Minutes of Downtime) / Total Minutes in Month) � 100.
1.3. Scheduled Maintenance
Pre-announced maintenance windows (minimum 48 hours' notice) occurring during our standard window: Sunday 00:00–04:00 UTC.
1.4. Business Hours
Monday–Friday, 08:00–18:00 CT, excluding U.S. federal holidays.
1.5. Exclusions
Events outside Floatpoint's reasonable control, including but not limited to: force majeure, third-party service failures, customer misconfigurations, DDoS attacks beyond plan protection, and beta features.
2. Service Availability Commitment
Floatpoint guarantees a 99.9% Monthly Uptime Percentage for the following components: • Core network infrastructure • Server control plane (virtual or dedicated) • Game-server panel and API endpoints • Zero Trust authentication services
3. Measuring Downtime
• Monitoring: Availability is measured via internal monitoring. • Rounding: Downtime periods under one minute are ignored. • Exclusions: Scheduled Maintenance and Exclusions are not counted.
4. Service Credits
If uptime falls below 99.9%, you may request a credit on your next invoice:
| Monthly Uptime | Credit (% of base fee) |
|---|---|
| 99.0% \u2264 Uptime < 99.9% | 10% |
| 95.0% \u2264 Uptime < 99.0% | 25% |
| Uptime < 95.0% | 50% |
\u2022 Credits apply only to the base monthly fee (excludes add-ons/usage).
\u2022 Maximum credit per billing cycle is 50% of that month\u2019s base fee.
\u2022 To claim: submit a ticket within 30 days, including service ID and outage details.
5. Support Response & Resolution Targets
Floatpoint Support is available 24/7 via ticketing or email.
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| P1 | Full outage or critical function broken | 1 hour | 4 hours |
| P2 | Major degradation with business impact | 4 hours | 1 business day |
| P3 | Minor issues or questions | 1 business day | 3 business days |
Severity is assigned by Floatpoint based on urgency and impact.
6. Scheduled Maintenance
• Standard Window: Sundays 00:00–04:00 UTC. • Notice: At least 48 hours advance notice. • Outside Window: Requires at least 72 hours advance notice.
7. Exclusions
• Scheduled Maintenance • Force majeure events • Customer network/configuration errors • Failures of third-party providers • DDoS attacks beyond your plan’s protection level • Beta or trial feature usage
8. Customer Responsibilities
1. Maintain valid payment and account information. 2. Configure firewalls, DNS, and client devices correctly. 3. Monitor your applications and promptly report issues. 4. Cooperate with Floatpoint support during troubleshooting.
9. Termination for SLA Breach
If Floatpoint fails to meet the 99.9% uptime SLA for three consecutive months, you may terminate the affected services without penalty. Submit a request within 30 days after the third month's end.
10. Changes to This SLA
Floatpoint may revise this SLA at any time. Revisions take effect upon posting on our website; continued use constitutes acceptance.
SLA Questions?
Our team can clarify any service level commitments or credits.
Contact SupportFloatpoint, Inc. \u2022 support@floatpoint.net \u2022 www.floatpoint.net