Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability commitment for Scutex services and the service credits available if we fall short. It forms part of our Terms of Service.

1. Uptime commitment

We commit to 99.99% network and infrastructure availability per calendar month for production VPS and dedicated services, measured at our network edge.

2. Definitions

• Downtime — sustained unavailability of your service caused by our network or host infrastructure, confirmed by our monitoring.
• Monthly uptime % — (total minutes in the month − downtime minutes) ÷ total minutes × 100.

3. Service credits

If we miss the commitment, you may request a credit applied to a future invoice:

Monthly uptime	Service credit
99.9% – < 99.99%	10% of monthly fee
99.0% – < 99.9%	25% of monthly fee
95.0% – < 99.0%	50% of monthly fee
< 95.0%	100% of monthly fee

Credits in any month are capped at 100% of that month’s fee for the affected service and are your sole and exclusive remedy for downtime.

4. Exclusions

The commitment does not cover downtime caused by:

• Scheduled or emergency maintenance announced in advance.
• Factors outside our reasonable control (force majeure, upstream/internet failures, attacks not mitigated by your plan).
• Your applications, configuration, code, or exceeding plan resource limits.
• Suspension or termination for non-payment or policy violations.

5. Claiming a credit

Submit a ticket from your client area within 30 days of the incident, including dates, times and affected services. Credits are non-transferable and have no cash value.

---

Questions about this policy? Email support@scutex.io or write to GGAMEHOST LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, USA.