Legal
Service Level Agreement
Last updated: October 25, 2026
1. Uptime Target
We target 99.5% monthly uptime for all infrastructure-dependent Services (Managed Game Servers, Private Cloud).
Uptime is measured monthly by our monitoring systems. Customers can request their service's uptime report at any time.
2. Credit Policy
If monthly uptime falls below 99.5%, affected customers are eligible for a service credit:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly charge |
| 95.0% – 98.9% | 25% of monthly charge |
| Below 95.0% | 50% of monthly charge |
Credits are applied to the following billing cycle. Credits are not redeemable for cash. To request a credit, contact us within 30 days of the affected period.
3. Support Response Times
| Tier | First response | Channel |
|---|---|---|
| Entry (Casual / Solo / Starter) | 48 hours | |
| Mid (Standard / Family / Business) | 24 hours | |
| Top (Heavy / Pro / Retainer) | 12 hours | Email + Discord |
Response times are measured from when we receive your message, every day of the week, and cover first response, not resolution. Pitt Industries is run by one engineer: we answer every message within these times, and on-site work is scheduled.
4. Exclusions
The uptime target and credit policy do not apply to downtime caused by:
- Scheduled maintenance — announced at least 24 hours in advance by email, and by Discord for customers who use it
- ISP outages or upstream network failures outside our control
- Force majeure events (natural disasters, power grid failures, etc.)
- Customer-caused issues — misconfiguration, abuse, or actions that violate the Terms of Service
- Third-party service failures (Cloudflare, payment providers, etc.)
5. Incident Communication
We notify affected customers of incidents by email or Discord. Customers on mid and top tiers receive direct notification for incidents affecting their specific service.
6. Contact
SLA credit requests and support: pitt-industries.com/contact