LEGAL
Service Level Agreement (SLA)
Last updated: May 9, 2025
1. Background and Applicability
1.1. This document functions as an appendix to the main Agreement between parties, describing service levels for the Metaplay Platform when delivered as software-as-a-service by Metaplay to the Customer.
1.2. Specific environments subject to service levels and commercial details are determined through individual Orders between the parties.
2. Service Levels
2.1. For customers with appropriate plans, Metaplay commits to ensuring the Metaplay Platform remains available to the Customer 24 hours a day, 7 days a week during Service Hours.
2.2. The availability target is at least 99.9% during the Service Hours. Availability is monitored separately for each Order.
2.3. Platforms self-hosted by customers are explicitly excluded from these service level obligations.
3. Availability and Downtime
3.1. “Availability” means the platform is accessible at the public Internet access point.
3.2. “Downtime” represents total full minutes during Service Hours when the platform was unavailable, excluding scheduled maintenance, rounded to the nearest minute.
3.3. Monthly availability is calculated using the formula: (Service Hours – Downtime) / Service Hours × 100
3.4. Metaplay measures Production Environment availability and maintains records for 12 months, providing monthly reports in mutually agreed formats.
4. Service Credits
In the event that availability falls below the committed levels, service credits are applied as follows:
| Availability | Service Credits |
|---|---|
| 99.9% or better | No credit |
| 99% to < 99.9% | 10% |
| 98% to < 99% | 30% |
| < 98% | 50% |
Credits are:
- Percentages of monthly invoices
- Applied as future platform credits
- Usable within 90 days
- Non-transferable and non-refundable
- Constitute Metaplay's exclusive liability for service level failures