Service Level Agreement

Last updated: October 1st, 2024

ZakaTech LLC. ("Zappy Hosting") agrees to furnish services to the Subscriber, subject to the following ("Service Level Agreement"). ZakaTech LLC (the "Company"), a limited liability company organized and Zappy Hosting (the "DBA"), the name under which the Company conducts its business, here after referred to as, ("Zappy Hosting"), ("Us"), ("We") and The Client, ("Customer"), ("Client") and ("You").

1. Network

“Network” shall refer to all equipment, software, and facilities comprising the infrastructure of Zappy Hosting, including but not limited to, all contracted and leased services obtained from third-party providers, which Zappy Hosting utilizes to deliver its web hosting, game server hosting, and voice server hosting services.

1.1 Service Availibility

“Service Availability” shall denote the total duration during a specified calendar month in which Zappy Hosting's infrastructure and network are accessible via the internet, contingent upon the Client and its users having established internet connectivity. Zappy Hosting assumes responsibility for the availability of services within its own infrastructure and areas under its control; however, Zappy Hosting shall not be held liable for any issues arising from external providers, including but not limited to, bandwidth, software, or hardware-related matters.

1.2 Service Downtime

“Service Downtime” shall be defined as any unplanned interruption in Service Availability during which the Client is unable to access the rented services as delineated in Section 1.1 above. In the event that such downtime has been verified as resulting from a fault within Zappy Hosting’s infrastructure, Zappy Hosting shall measure and record the total duration of the unplanned Service Downtime for the affected Clients during the applicable calendar month.

1.3 Scheduled Service Downtime

“Scheduled Service Downtime” shall be defined as a planned interruption of service occurring during a maintenance window designated by Zappy Hosting. Such Scheduled Service Downtime shall be communicated to the Client with a minimum of one (1) hour's notice via electronic communication (email). Zappy Hosting commits to scheduling maintenance procedures during periods that are least disruptive to Clients and to expediting such procedures to minimize any resultant downtime.

1.4 Performance Credit

“Performance Credit” shall be defined as the monetary amount credited to the Client when Zappy Hosting fails to meet the 100% service uptime standard. Zappy Hosting shall issue a credit equal to five percent (5%) of the Client's monthly service fee (prorated for billing periods other than monthly) for each hour of Service Downtime incurred, up to a maximum of 100% of the Client’s monthly service fee. The issuance of Performance Credits, or SLA Credits, shall be entirely at the discretion of Zappy Hosting and shall only be applicable in instances where the Service Downtime is directly attributable to a fault within Zappy Hosting's infrastructure. Performance Credits shall NOT be applicable in cases of service attacks (including but not limited to DDoS), hardware failures, software failures, or any failures/issues arising from actions taken by the Client.

1.5 Monitoring Service

“Monitoring Service” shall be defined as the service provided by Zappy Hosting to oversee and assess the status of its infrastructure, which encompasses networks, individual systems, and other related services. The Monitoring Service is facilitated through Zappy Hosting's proprietary monitoring solutions.

2. Support Services

“Support Services” shall be defined as the assistance provided by Zappy Hosting to facilitate the management and utilization of the services rented by Clients. Zappy Hosting commits that its personnel and representatives will make every reasonable effort to assist with matters involving direct faults within Zappy Hosting's infrastructure, including but not limited to game control panel configurations. However, Zappy Hosting does not guarantee assistance for issues directly related to the software hosted for Clients, nor for any modifications or additions made by Clients themselves. Any support provided beyond issues specifically related to Zappy Hosting's infrastructure shall be rendered at the sole discretion of Zappy Hosting. This particularly applies to concerns regarding modded or third-party content that Clients may incorporate into their rented services.