Service Level Agreement

Last updated April 27, 2026

This Service Level Agreement ("SLA") forms part of the agreement between Lagless.gg, operated by Elcro Digital Services, LLC ("Lagless", "Company", "we", "us", or "our") and customers of our paid services ("Customer", "you"). It describes uptime commitments, performance targets, and the service credits available if we do not meet those commitments. Capitalized terms not defined here have the meanings given in our Terms of Service.

About this page

On the left is the actual legal text — that's what binds the agreement. On the right we've included In Simpler Terms — plain-English summaries to help you understand what each section means. The plain column is for clarity only and is not legally binding.

1. Scope

This SLA applies to the following paid services provided by Lagless:

Game server hosting for supported titles and platforms
Virtual Private Servers (VPS)
Web/app hosting and related management interfaces/APIs
Ancillary platform infrastructure required to operate the foregoing

This SLA does not apply to free trials, promotional services, beta/preview features, custom one-off engagements, or any third-party services not operated by Lagless.

In Simpler Terms

This SLA covers our paid services: game server hosting, VPS, web/app hosting, and the platform infrastructure that runs them. It does NOT cover free trials, beta features, promotional offers, or third-party services we don't run ourselves.

2. Uptime Commitment and Measurement

We target a monthly uptime of 99.9% for standard covered services and 99.99% for enterprise dedicated server services. Monthly uptime is measured from 00:00 UTC on the first day of the calendar month through 23:59 UTC on the last day of that month.

Downtime definition:

"Downtime" means a continuous period of five (5) or more consecutive minutes during which the covered service is completely unavailable due to issues within Lagless-controlled infrastructure.
Intermittent unavailability or degradation under five (5) consecutive minutes does not count as Downtime.
Customer-reported issues must be verifiable against our monitoring to constitute Downtime.

Measurement methodology:

We use automated monitoring from multiple locations with checks approximately every 60 seconds.
Uptime Percentage = (Total Minutes in Month − Verified Downtime Minutes) ÷ Total Minutes in Month × 100.
Announced maintenance windows and Customer-caused events are excluded from Downtime calculations.

In Simpler Terms

We aim for 99.9% uptime on standard services and 99.99% on enterprise dedicated servers, measured monthly in UTC.

What counts as "downtime": your service has to be completely unavailable for 5+ consecutive minutes because of something on our end. Brief blips under 5 minutes don't count. The downtime has to show up in our monitoring — we can't just take your word for it.

We monitor every 60 seconds from multiple locations and calculate uptime by subtracting verified downtime from total minutes in the month.

3. Exclusions

Downtime and performance issues are excluded from this SLA where caused by:

Scheduled or emergency maintenance performed in accordance with Section 6
Customer actions, software, mods/plugins, configurations, or code deployments
Customer network, ISP issues, or Internet routing outside our reasonable control
Third-party providers, platforms, or dependencies not operated by Lagless
DDoS or other hostile activity exceeding mitigation capacity or outside our network
Force majeure events (see Section 10)
Suspension or termination due to AUP or Terms of Service violations or non-payment
Beta/preview features, free or promotional services

In Simpler Terms

The SLA doesn't cover downtime that's caused by stuff outside our control:

Scheduled or emergency maintenance (covered in Section 6)
Anything you broke (your code, your mods, your config, your deployments)
Your ISP or your network — not us
Third-party services we don't operate
Massive DDoS attacks beyond what our mitigation can absorb
Force majeure events (natural disasters, etc.)
Times when we suspended you for breaking the AUP or not paying
Beta/preview/promotional features

4. Service Restoration Targets (Non-Binding)

The following are operational targets and not guarantees:

Initial response to critical multi-customer incidents within 30 minutes
Recovery Time Objective (RTO) of 4 hours for complete service restoration
Recovery Point Objective (RPO) of 24 hours in disaster scenarios

In Simpler Terms

These are goals, not guarantees: 30-min response to critical incidents, 4-hour Recovery Time Objective for full restoration, 24-hour Recovery Point Objective in disaster scenarios. They guide our operational efforts but aren't enforceable promises.

5. Service Credits

If monthly uptime falls below the applicable target for a covered service, you may request a service credit according to the tiers below. Credits are calculated only on the monthly recurring fee for the affected service, excluding taxes, add-ons, usage charges, setup or one-time fees.

Standard Services (99.9% Target)

99.0% – 99.89% uptime: 5% of monthly fee
95.0% – 98.99% uptime: 20% of monthly fee
90.0% – 94.99% uptime: 35% of monthly fee
Below 90.0% uptime: 100% of monthly fee

Enterprise Dedicated Services (99.99% Target)

99.95% – 99.989% uptime: 10% of monthly fee
99.9% – 99.949% uptime: 25% of monthly fee
99.0% – 99.899% uptime: 50% of monthly fee
Below 99.0% uptime: 100% of monthly fee

Credit limitations: Credits are capped at 100% of the monthly recurring charge for the affected service for the applicable month; are issued as account credits only (no refunds); are non-transferable and cannot be exchanged for cash; and do not roll over. Credits cannot be combined with other remedies for the same incident or month.

Eligibility and request process:

Account must be active, in good standing, and fully paid during the affected month.
Submit a ticket within 30 days after month end with dates/times and impact description.
Provide reasonable supporting information (logs, screenshots, third-party monitoring) if available.
We will verify against our monitoring. Allow up to 15 business days for review.

In Simpler Terms

If we miss the uptime target, you can request account credit. How much depends on how badly we missed:

Standard services (99.9% target):

99.0% – 99.89% downtime → 5% credit
95.0% – 98.99% → 20% credit
90.0% – 94.99% → 35% credit
Below 90% → 100% credit (full month refunded)

Enterprise dedicated (99.99% target):

99.95% – 99.989% → 10% credit
99.9% – 99.949% → 25% credit
99.0% – 99.899% → 50% credit
Below 99% → 100% credit

The fine print:

Credits max out at 100% of your monthly fee
Credits go to your account balance — not refunded as cash
Credits don't roll over and can't be transferred
You only get credits for the recurring fee, not for setup fees, taxes, or add-ons

To claim a credit:

Your account must be active, in good standing, and paid up during the affected month
Open a ticket within 30 days after the month ends
Include dates, times, and impact description (logs/screenshots help)
We'll verify against our monitoring and respond within 15 business days

6. Maintenance

We provide at least 48 hours advance notice for scheduled maintenance when practicable.
Standard maintenance windows are targeted for low-usage periods and typically limited to 4 hours.
Emergency maintenance may occur with shorter or no notice to address security or stability issues.
Maintenance windows do not count toward Downtime if performed as announced.

In Simpler Terms

We give at least 48 hours notice for scheduled maintenance when we can. Standard windows are during low-usage hours and capped at ~4 hours. Emergency maintenance for security or stability issues may happen without notice. Maintenance time doesn't count as downtime as long as we announced it.

7. Support Response Targets

Targets below are goals, not guarantees, and may vary during major incidents.

Critical — Complete outage of primary functionality. Initial response: 30 minutes. Resolution target: 4 hours.
High — Major degradation impacting many users. Initial response: 2 hours. Resolution target: 24 hours.
Medium — Minor functionality impact with workarounds. Initial response: 8 hours. Resolution target: 72 hours.
Low — General questions or requests. Initial response: 24 hours. Resolution target: best effort.

In Simpler Terms

These are goals, not guarantees:

Critical (full outage): respond in 30 min, resolve in 4 hours
High (major degradation): respond in 2 hours, resolve in 24 hours
Medium (minor issue with workaround): respond in 8 hours, resolve in 72 hours
Low (general questions): respond in 24 hours, best effort to resolve

During major incidents, response times may slip — we prioritize fixing things over answering tickets.

8. Backups and Data Recovery

We may offer automated backups for certain services; retention varies by product and settings.
Backup services are provided on a best-effort basis and are not guaranteed.
Customers are solely responsible for maintaining independent, tested backups appropriate for their business requirements.
Restores may take additional time and can be limited by available resources and data size.

In Simpler Terms

We may provide automatic backups depending on the product. Don't rely on them as your only safety net — keep your own backups too. Restores can take time, especially for big datasets. You are responsible for your data.

9. Security and DDoS Mitigation

We employ layered security controls and DDoS mitigation commensurate with the service and location.
No security control or mitigation is absolute; residual risk remains despite reasonable safeguards.
During active attacks, we may apply traffic filtering, rate-limiting, or temporary protective measures that could affect performance.

In Simpler Terms

We use real security controls and real DDoS protection at the network level. But no security is absolute — there's always some residual risk. During active attacks we may apply filtering or rate-limiting that could affect your performance temporarily. That's protection, not punishment.

10. External Dependencies and Force Majeure

This SLA does not cover failures attributable to ISPs, Internet routing, third-party platforms, upstream providers, or Customer environments outside our reasonable control.
Obligations under this SLA may be suspended for force majeure events, including but not limited to natural disasters, war, terrorism, labor actions, pandemics, government actions, or large-scale cyberattacks.

In Simpler Terms

The SLA doesn't cover ISP issues, internet routing problems, third-party platform outages, or stuff in your environment we don't control. It also doesn't apply during force majeure events (natural disasters, war, pandemics, large-scale cyberattacks, etc.) — our obligations are suspended during those.

11. Modifications

We may update this SLA from time to time. For material changes that reduce credits or materially affect your rights, we will provide at least 30 days advance notice. Improvements may take effect immediately. Continued use after the effective date constitutes acceptance of the updated SLA.

In Simpler Terms

We can update this SLA. If we're reducing credits or materially changing your rights, we'll give you 30 days notice. Improvements (better terms for you) can take effect immediately. Using the service after a change means you accept it.

12. Sole and Exclusive Remedy; Limitation

Service credits issued under this SLA are your sole and exclusive remedy for any unavailability, non-performance, or other failure by Lagless to meet this SLA. Our total aggregate liability for SLA claims will not exceed the service credits described herein, except to the extent such limitation is prohibited by applicable law.

In Simpler Terms

Service credits are the only remedy you get for SLA violations. You can't stack them with other claims for the same incident, and our total liability for SLA stuff is capped at the credits described above. (Section 19 of the ToS has the broader liability cap that applies elsewhere.)

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