Service Level Agreement (SLA)

1. Overview and Scope

This Service Level Agreement ("SLA") describes the uptime commitments, performance standards, and service credits available for Pyro Inc.'s ("Pyro") cloud infrastructure and hosting services. This SLA is incorporated into and forms part of our Terms of Service and applies to all customers with active, paid service accounts.

2. Covered Services and Exclusions

2.1 Covered Services

This SLA applies to the following Pyro services:

Multiplayer server hosting for all supported platforms and titles
Virtual Private Servers (VPS) across all tiers and configurations
Web hosting and application deployment services
Database hosting services including PostgreSQL and other supported databases
Core platform infrastructure, APIs, and management interfaces

2.2 Service Exclusions

This SLA does not cover service interruptions caused by:

Scheduled maintenance with advance notice as defined in Section 6
Customer actions, misconfigurations, or content-related issues
Third-party services, networks, or providers outside Pyro's direct control
Force majeure events beyond our reasonable control (natural disasters, war, pandemic)
Suspension or termination for policy violations or non-payment
Free trials, promotional services, or beta/preview features
Internet connectivity issues between customer location and our network

2.3 Geographic Coverage

SLA commitments apply to services hosted in our primary data centers:

Dallas, Texas, USA
Chicago, Illinois, USA
Seattle, Washington, USA
Amsterdam, Netherlands

3. Service Level Commitments

3.1 Uptime Guarantee

Pyro commits to 99.99% monthly uptime for covered services, calculated as:

Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month * 100

3.2 Downtime Definition

"Downtime" means the period when your service is completely unavailable and inaccessible due to issues within Pyro's infrastructure. Downtime specifically includes:

Complete service unavailability preventing all access
Service degradation preventing any meaningful use
Network connectivity failures within our infrastructure

Downtime does not include:

Partial performance degradation where service remains accessible
Intermittent connectivity issues lasting less than 60 seconds
Customer-side connectivity or configuration issues
Scheduled maintenance during announced windows

3.3 Measurement Methodology

Uptime is measured monthly from 00:00 UTC on the first day to 23:59 UTC on the last day
Monitoring occurs every 60 seconds from multiple geographic locations
Automated monitoring systems track service availability and response times
Customer-reported issues are investigated but require verification to constitute Downtime
Measurements exclude announced maintenance windows and customer-caused outages

3.4 Service Restoration Targets

Recovery Time Objective (RTO): 4 hours for complete service restoration. Recovery Point Objective (RPO): 24 hours maximum data loss in disaster scenarios. Initial Response: 30 minutes for critical service outages affecting multiple customers.

4. Performance Standards

4.1 Network Performance

Network Uptime: 99.99% monthly availability for core network infrastructure Latency Targets: Regional ping averages under 65ms to our data centers under normal conditions. Bandwidth Capacity: 10 Gbps uplinks to the Internet for high-throughput performance. Packet Loss: Less than 0.1% packet loss under normal operating conditions

4.2 Security and DDoS Protection

Basic Protection: Included DDoS mitigation up to datacenter capacity (varies by location). Advanced Protection: Partnership with TCPShield for enhanced mitigation when needed. Detection and Mitigation: Automatic activation within 60 seconds of attack detection. Volumetric Attacks: Protection against attacks up to 20 Tbps with multi-layer defense.

5. Service Credits and Remedies

5.1 Service Credit Calculation

If we fail to meet our 99.99% uptime commitment, you may be eligible for service credits:

Monthly Uptime Achieved	Service Credit Percentage
99.0% - 99.98%	10% of monthly service fees
95.0% - 98.99%	25% of monthly service fees
90.0% - 94.99%	50% of monthly service fees
Below 90.0%	100% of monthly service fees

5.2 Credit Limitations and Terms

Maximum Credit: 100% of monthly service fees for the affected service
Credit Scope: Credits apply only to the specific service experiencing Downtime
Calculation Base: Credits calculated on monthly recurring fees, excluding setup fees, taxes, and one-time charges
Credit Form: Credits issued as account credit for future services, not cash refunds
Cumulative Limit: Total credits for any monthly period cannot exceed 100% of that month's fees

5.3 Service Credit Request Process

To request service credits:

Submission Deadline: Submit requests via portal.pyro.host or email support@pyro.host within thirty (30) days of the month end
Required Information: Include account details, affected service information, and observed Downtime periods
Documentation: Provide error messages, screenshots, or monitoring data when available
Investigation Period: Allow up to fifteen (15) business days for review and credit processing
Verification: Credits granted only after verification through our monitoring systems

5.4 Credit Eligibility Requirements

Service credits are available only when:

You maintained an active, paid account during the affected period
Your account remains in good standing with no overdue payments
The Downtime was verified by our monitoring systems or investigation
The request is submitted within the required timeframe
You have complied with all applicable terms, policies, and usage requirements

6. Scheduled Maintenance

6.1 Maintenance Windows and Notification

Advance Notice: Minimum 48 hours notice via email and status page for scheduled maintenance
Maintenance Frequency: Routine maintenance typically performed monthly during low-usage periods
Duration Limits: Standard maintenance windows limited to 4 hours maximum
Emergency Maintenance: May be performed with minimal notice for security or critical infrastructure issues.

6.2 Maintenance Scheduling

Preferred Windows: Maintenance scheduled during lowest traffic periods for your region
Customer Input: Advanced notice allows customers to plan and minimize impact
Coordination: Complex maintenance coordinated across multiple systems to minimize disruption
Rollback Procedures: Prepared rollback plans for maintenance that encounters issues

6.3 Maintenance Exclusions

Scheduled maintenance does not count toward Downtime when:

Proper advance notice was provided according to our policy
Maintenance occurs during the announced time window
Duration does not significantly exceed the announced timeframe
Procedures follow our standard maintenance protocols

7. Support Response Standards

7.1 Support Availability and Channels

Availability: 24/7/365 technical support via our ticket system
Primary Channel: Submit tickets at portal.pyro.host or email support@pyro.host
Emergency Escalation: Expedited procedures for critical infrastructure issues.
Language Support: English language support with best-effort assistance in other languages.

7.2 Response Time Commitments

Issue Severity	Description	Initial Response	Resolution Target
Critical	Complete service outage	30 minutes	4 hours
High	Major functionality impacted	2 hours	24 hours
Medium	Minor functionality affected	8 hours	72 hours
Low	General questions, requests	24 hours	Best effort

7.3 Severity Level Definitions

Critical: Complete service unavailability affecting primary functionality.
High: Significant service degradation affecting multiple users or core features.
Medium: Limited impact on specific features with workarounds available.
Low: General inquiries, feature requests, or minor issues with minimal impact.

7.4 Support Quality Standards

Knowledgeable Staff: Technical support provided by qualified engineers and specialists
Escalation Procedures: Clear escalation paths for complex technical issues
Resolution Tracking: Comprehensive tracking and follow-up for all support requests
Customer Satisfaction: Regular feedback collection and continuous improvement processes

8. Backup and Data Recovery

8.1 Infrastructure Backup Services

Backup Frequency: Daily automated backups of customer data and configurations.
Backup Retention: Retention periods vary by service type and customer settings.
Geographic Distribution: Backups stored across multiple secure locations.
Recovery Testing: Regular testing of backup integrity and restoration procedures.

8.2 Customer Responsibilities

Independent Backups: Customers responsible for maintaining their own backup strategies.
Backup Verification: Regular testing of backup integrity and restoration procedures.
Business Continuity: Implementation of appropriate backup policies for business requirements.
Off-Site Storage: Recommended use of multiple backup locations including off-site storage.

8.3 Backup Service Limitations

Best Effort Basis: Backup services provided without absolute guarantees of completeness
Customer Ownership: Primary responsibility for data protection remains with customers
Recovery Time: Backup restoration subject to available resources and may require additional time
Data Integrity: While we strive for backup integrity, customers should implement comprehensive backup strategies

9. Security and Compliance Standards

9.1 Infrastructure Security Measures

Data Encryption: TLS 1.3 for data in transit, AES-256 for data at rest
Access Controls: Multi-factor authentication and role-based access for administrative systems.
Monitoring: 24/7 security monitoring, intrusion detection, and threat analysis.
Compliance: SOC 2 Type II controls and adherence to industry security standards.

9.2 Incident Response Procedures

Detection: Automated security monitoring and alerting systems.
Response Time: Security incident response initiated within 1 hour of detection.
Communication: Customer notification for incidents affecting their data or services.
Coordination: Collaboration with law enforcement and regulatory bodies when required.
Post-Incident: Comprehensive analysis and improvement recommendations following incidents.

9.3 Compliance and Certifications

Data Protection: GDPR compliance for EU customers and CCPA compliance for California residents
Security Standards: ISO 27001 information security management practices
Industry Compliance: Adherence to relevant industry standards and best practices
Regular Audits: Periodic third-party security assessments and compliance reviews

10. Monitoring and Transparency

10.1 Service Monitoring Infrastructure

Real-Time Monitoring: Continuous monitoring of all critical service components.
Multiple Locations: Monitoring from diverse geographic locations for accuracy.
Automated Alerting: Immediate notification systems for service disruptions.
Historical Data: Comprehensive logging and historical performance data.

10.2 Customer Transparency

Status Page: Real-time service status available at status.pyro.host
Monthly Reports: Detailed uptime and performance reports provided monthly.
Incident Communications: Transparent communication during service disruptions.
Performance Metrics: Historical performance data and trend analysis available.

10.3 Third-Party Monitoring

Independent Verification: External uptime monitoring services for validation.
Customer Access: Monitoring data and historical reports available to customers.
API Integration: Monitoring API available for customer integration and alerting.
Benchmarking: Regular comparison with industry standards and competitors.

11. Geographic and Network Coverage

11.1 Data Center Infrastructure

Primary Locations: Four strategically located data centers for optimal coverage.
Network Redundancy: Multiple Tier 1 network providers for maximum reliability.
Regional Optimization: Strategic placement to minimize latency for major population centers.
Expansion Plans: Ongoing evaluation and expansion of geographic coverage.

11.2 Network Performance Optimization

BGP Routing: Intelligent routing optimization for performance and failover.
Content Delivery: Edge caching and content optimization where applicable.
Traffic Engineering: Advanced traffic management for optimal performance.
Peering Relationships: Direct peering with major Internet service providers.

12. SLA Monitoring and Enforcement

12.1 Internal Monitoring Procedures

Automated Systems: Comprehensive automated monitoring and alerting infrastructure.
Manual Verification: Human verification procedures for automated monitoring alerts.
Data Accuracy: Regular calibration and validation of monitoring systems.
Reporting Accuracy: Quality assurance procedures for SLA reporting and calculations.

12.2 Customer Reporting and Feedback

Monthly SLA Reports: Detailed monthly reports showing actual performance against commitments.
Performance Trends: Historical trend analysis and performance improvement tracking.
Customer Feedback: Regular collection of customer feedback on service quality and SLA effectiveness.
Continuous Improvement: Ongoing refinement of SLA commitments based on performance data and customer needs.

13. SLA Modifications and Updates

13.1 Review and Update Process

Annual Review: Comprehensive annual review of SLA commitments and performance.
Performance Analysis: Analysis of actual performance against commitments.
Industry Benchmarking: Comparison with industry standards and competitive offerings.
Customer Input: Incorporation of customer feedback and changing requirements.

13.2 Change Notification Process

Advance Notice: 30 days written notice for material SLA changes affecting customer rights.
Improvement Implementation: SLA improvements may be implemented immediately.
Customer Rights: Right to terminate services if SLA changes are unacceptable.
Transition Period: Reasonable transition period for significant SLA modifications.

14. Limitations and Legal Framework

14.1 SLA Remedy Limitations

Service credits represent your sole and exclusive remedy for SLA breaches. Our total liability for SLA violations shall not exceed the service credits provided under this agreement, except as specifically required by applicable law.

14.2 External Dependencies

This SLA does not cover performance issues caused by:

Internet service provider problems or routing issues outside our network
Client-side connectivity, hardware, or software problems
Third-party service dependencies or integration failures
Customer network infrastructure or configuration issues

14.3 Force Majeure

SLA commitments may be suspended during force majeure events including natural disasters, war, terrorism, pandemic, epidemics, public health emergencies, cyberattacks, government actions, or other events beyond our reasonable control. We will use reasonable efforts to maintain service continuity and provide timely updates during such events.

15. Contact Information and Support

For SLA-related questions, service credit requests, or performance inquiries:

Primary Support: Submit a ticket at portal.pyro.host
Alternative Contact: support@pyro.host (tickets and emails go to the same support team)
Technical Escalation: legal@pyro.host
Status Page: status.pyro.host

Business Address:
Pyro Inc.
1604 Philadelphia Pike, Apt. 63
Wilmington, DE 19809
United States

Response Commitment: We respond to SLA inquiries within 24 hours and process valid service credit requests within 15 business days. Credits are applied to customer accounts automatically upon approval.

This Service Level Agreement constitutes our binding uptime and performance commitments to customers and is incorporated into our Terms of Service.