SERVICE LEVEL AGREEMENT

1. Uptime Commitment

ChipHead understands that uptime is essential to your experience. While no provider can guarantee perfect availability in every circumstance, we are committed to maintaining reliable service through strong infrastructure, monitoring, and responsive support. Our goal is to minimize disruptions and restore service quickly when issues occur.

Node-Level Uptime

ChipHead will use commercially reasonable efforts to achieve at least 99.97% uptime per month, measured at the node level.

A “Node” is an individual physical server (or equivalent unit) that hosts one or more game server instances. Uptime is measured based on whether the Node is fully operational. Issues affecting individual instances due to customer-side changes (such as mods, plugins, or configuration changes) are not included in node-level uptime calculations.

Uptime Calculation

Uptime (%) = ((Total minutes in the month − Unplanned downtime minutes) / Total minutes in the month) × 100

---

2. Downtime and Exclusions

Downtime

“Downtime” means periods when a Node is unavailable due to infrastructure failures within ChipHead’s control.

Exclusions

Downtime does not include:

• Container-level or Docker-related issues caused by customer actions (including misconfiguration or third-party mod/plugin failures)
• Scheduled maintenance, provided ChipHead gives at least 24 hours’ notice (unless ChipHead receives less than 24 hours’ notice from an upstream provider or data center—in which case we will share notice as soon as possible and are not responsible for shorter lead time)
• Emergency maintenance needed to address critical hardware or data center issues (with as much notice as reasonably possible)
• Force majeure events, external network disruptions, or utility outages (such as power failures) outside ChipHead’s control
• Service interruptions caused by DDoS attacks that exceed reasonable mitigation capabilities (see Section 4)
• Issues caused by services, hardware, or software not provided by ChipHead, including insufficient bandwidth or problems with third-party software/services
• Downtime during, or caused by, preview/pre-release/beta/trial services or features
• Downtime caused by unsupported configurations, failure to follow required setup steps, or using the Services in ways inconsistent with intended functionality or our guidance
• Downtime resulting from suspension or termination of your access under the Terms of Service or Privacy Policy

3. Maintenance Policy

Scheduled Maintenance

ChipHead will provide at least 24 hours’ notice for planned maintenance that may impact service availability, except where ChipHead receives less than 24 hours’ notice from upstream providers. Planned maintenance windows are excluded from downtime calculations under this SLA.

Emergency Maintenance

If urgent maintenance is required (for example, to prevent imminent hardware failure or address critical data center issues), ChipHead may perform emergency maintenance with limited notice. Downtime during emergency maintenance is excluded from this SLA.

4. DDoS Protection

ChipHead uses best-effort DDoS mitigation measures across hosting locations. Because DDoS methods evolve and can be unpredictable, no provider can guarantee complete protection. Downtime caused by DDoS attacks is excluded from this SLA.

5. Service Credits and Compensation

Claim-Based Model

If a Node’s uptime falls below 99.97% in a month due to eligible downtime covered by this SLA, you may request compensation by contacting support through our Help Center within 5 days after the incident ends. Please include the affected service, the date/time of the outage, and any relevant logs or details you have available.

We will review your request and, if it qualifies under this SLA, we will apply compensation as described below.

Compensation Method

If approved, ChipHead will extend the due date of the affected service by:

• 1 full day of service for every 1 hour of qualifying downtime
• Extensions are capped at 30 days per service, per incident.

6. General Provisions

• This SLA provides the sole remedy for eligible infrastructure-related downtime and is subject to the exclusions and limitations above.
• This SLA does not apply to issues caused by customer actions or external factors outside ChipHead’s control.
• ChipHead may update this SLA from time to time as our services and operational capabilities evolve.