Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) forms part of the agreement between Lagless.gg, operated by Elcro Digital Services, LLC (“Lagless”, “Company”, “we”, “us”, or “our”) and customers of our paid services (“Customer”, “you”). It describes uptime commitments, performance targets, and the service credits available if we do not meet those commitments. Capitalized terms not defined here have the meanings given in our Terms of Service.

1. Scope

This SLA applies to the following paid services provided by Lagless:

• Game server hosting for supported titles and platforms
• Virtual Private Servers (VPS)
• Web/app hosting and related management interfaces/APIs
• Ancillary platform infrastructure required to operate the foregoing

This SLA does not apply to free trials, promotional services, beta/preview features, custom one-off engagements, or any third-party services not operated by Lagless.

2. Uptime Commitment and Measurement

We target a monthly uptime of 99.9% for standard covered services and 99.99% for enterprise dedicated server services. Monthly uptime is measured from 00:00 UTC on the first day of the calendar month through 23:59 UTC on the last day of that month.

Downtime definition:

• “Downtime” means a continuous period of five (5) or more consecutive minutes during which the covered service is completely unavailable due to issues within Lagless-controlled infrastructure.
• Intermittent unavailability or degradation under five (5) consecutive minutes does not count as Downtime.
• Customer-reported issues must be verifiable against our monitoring to constitute Downtime.

Measurement methodology:

• We use automated monitoring from multiple locations with checks approximately every 60 seconds.
• Uptime Percentage = (Total Minutes in Month − Verified Downtime Minutes) ÷ Total Minutes in Month × 100.
• Announced maintenance windows and Customer-caused events are excluded from Downtime calculations.

3. Exclusions

Downtime and performance issues are excluded from this SLA where caused by:

• Scheduled or emergency maintenance performed in accordance with Section 6
• Customer actions, software, mods/plugins, configurations, or code deployments
• Customer network, ISP issues, or Internet routing outside our reasonable control
• Third-party providers, platforms, or dependencies not operated by Lagless
• DDoS or other hostile activity exceeding mitigation capacity or outside our network
• Force majeure events (see Section 10)
• Suspension or termination due to AUP or Terms of Service violations or non-payment
• Beta/preview features, free or promotional services

4. Service Restoration Targets (Non-Binding)

The following are operational targets and not guarantees: Initial response to critical multi-customer incidents within 30 minutes; Recovery Time Objective (RTO) of 4 hours for complete service restoration; Recovery Point Objective (RPO) of 24 hours in disaster scenarios.

5. Service Credits

If monthly uptime falls below the applicable target for a covered service, you may request a service credit according to the tables below. Credits are calculated only on the monthly recurring fee for the affected service, excluding taxes, add-ons, usage charges, setup or one-time fees.

Standard Services (99.9% Target)

Enterprise Dedicated Services (99.99% Target)

Credit limitations: Credits are capped at 100% of the monthly recurring charge for the affected service for the applicable month; are issued as account credits only (no refunds); are non-transferable and cannot be exchanged for cash; and do not roll over. Credits cannot be combined with other remedies for the same incident or month.

Eligibility and request process:

• Account must be active, in good standing, and fully paid during the affected month.
• Submit a ticket within 30 days after month end with dates/times and impact description.
• Provide reasonable supporting information (logs, screenshots, third-party monitoring) if available.
• We will verify against our monitoring. Allow up to 15 business days for review.

6. Maintenance

• We provide at least 48 hours advance notice for scheduled maintenance when practicable.
• Standard maintenance windows are targeted for low-usage periods and typically limited to 4 hours.
• Emergency maintenance may occur with shorter or no notice to address security or stability issues.
• Maintenance windows do not count toward Downtime if performed as announced.

7. Support Response Targets

Targets below are goals, not guarantees, and may vary during major incidents.

8. Backups and Data Recovery

• We may offer automated backups for certain services; retention varies by product and settings.
• Backup services are provided on a best-effort basis and are not guaranteed.
• Customers are solely responsible for maintaining independent, tested backups appropriate for their business requirements.
• Restores may take additional time and can be limited by available resources and data size.

9. Security and DDoS Mitigation

• We employ layered security controls and DDoS mitigation commensurate with the service and location.
• No security control or mitigation is absolute; residual risk remains despite reasonable safeguards.
• During active attacks, we may apply traffic filtering, rate-limiting, or temporary protective measures that could affect performance.

10. External Dependencies and Force Majeure

• This SLA does not cover failures attributable to ISPs, Internet routing, third-party platforms, upstream providers, or Customer environments outside our reasonable control.
• Obligations under this SLA may be suspended for force majeure events, including but not limited to natural disasters, war, terrorism, labor actions, pandemics, government actions, or large-scale cyberattacks.

11. Modifications

We may update this SLA from time to time. For material changes that reduce credits or materially affect your rights, we will provide at least 30 days advance notice. Improvements may take effect immediately. Continued use after the effective date constitutes acceptance of the updated SLA.

12. Sole and Exclusive Remedy; Limitation

Service credits issued under this SLA are your sole and exclusive remedy for any unavailability, non-performance, or other failure by Lagless to meet this SLA. Our total aggregate liability for SLA claims will not exceed the service credits described herein, except to the extent such limitation is prohibited by applicable law.