Service Level Agreement
This Service Level Agreement (this "SLA") outlines the service uptime guarantees and responsibilities between KinematicSoup Technologies Inc. ("KinematicSoup") and you, the Customer. In the event of a conflict between this SLA and another agreement governing your use of our services, the terms of this SLA shall apply to the extent of such conflict.
Scope of Services
Room Instance Service
KinematicSoup will enable customers to host multiplayer Rooms on-demand within Room Instances using shared infrastructure. KinematicSoup is responsible for:
- Scaling resources to meet demand within prescribed limits
- Managing infrastructure to ensure consistent performance
Dedicated Infrastructure Service
KinematicSoup will provide dedicated infrastructure reserved for exclusive customer use. Customers are responsible for:
- Configuring, managing, and deploying their own Rooms on the dedicated infrastructure
- Ensuring compliance with KinematicSoup policies
Service Availability
KinematicSoup guarantees 99.0% uptime for both the Room Instance Service and the Dedicated Infrastructure Service.
Definition of Uptime: Uptime is defined as the ability to start and operate Reactor rooms. Reactor rooms themselves — which incorporate your data and code — are not covered under the Uptime Guarantee.
- Room Instance Service: Covers the availability of the Room Service infrastructure and network connectivity for hosting multiplayer Rooms
- Dedicated Infrastructure Service: Covers the availability of the underlying server hardware and network connectivity
Downtime Exclusions
The following scenarios do not count toward downtime for either service:
- Scheduled maintenance (customers will receive at least 24 hours advance notice)
- Force Majeure events (natural disasters, strikes, etc.)
- Customer mismanagement or misuse of Dedicated Infrastructure or Room Service
- Issues arising from third-party dependencies outside KinematicSoup's control
Measurement and Reporting
Service uptime is monitored using automated tools. Monthly uptime reports are available upon request for both the Room Instance Service and Dedicated Infrastructure Service.
Uptime is calculated as:
Uptime % = ((Total Minutes in Month − Total Downtime Minutes) / Total Minutes in Month) × 100
Service Credits
| Uptime | Credit |
|---|---|
| 99.0% – 100% | No credit |
| 95.0% – 99.0% | 15% of monthly service fee |
| Below 95% | 50% of monthly service fee |
Service credits are applied to the customer's next billing cycle and are capped at a maximum of 15% of the monthly service fee for each service type.
Customer Responsibilities
The customer must:
- Notify KinematicSoup promptly of any issues with the Room Instance Service or Dedicated Servers
- Use the services in compliance with KinematicSoup guidelines
Escalation Procedures
In the event of a service disruption, contact outages@kinematicsoup.com. KinematicSoup will take action within 1 hour for critical outages.
Limitations of Liability
KinematicSoup's liability under this SLA is limited to the service credits described in this document. This SLA does not guarantee uninterrupted or error-free service and KinematicSoup is not liable for any indirect, incidental, or consequential damages.
Amendments
This SLA may be amended from time to time by KinematicSoup. Changes will be announced to customers at their email address of record.