1. Scope and Application
This Service Level Agreement ("SLA") applies to MUNAUGHT cloud hosting, managed server infrastructure, and sports SaaS platforms where expressly incorporated into a customer's purchased plan or enterprise service agreement.
2. Infrastructure Availability Commitment
MUNAUGHT targets a 99.9% monthly network and server availability for our core cloud infrastructure, excluding planned maintenance.
3. Scheduled Maintenance
To maintain peak security and reliability, routine server patches and firmware upgrades are scheduled during low-traffic windows. Where practicable, advance notification is provided via email or console notice.
4. SLA Exclusions
Uptime calculations explicitly exclude interruptions caused by:
- Customer software misconfigurations, custom code errors, or database deadlocks
- Upstream global internet backbone outages and telecommunication failures
- Distributed Denial of Service (DDoS) attacks exceeding reasonable mitigation parameters
- Suspensions resulting from Acceptable Use Policy violations or non-payment
- Force majeure events beyond reasonable commercial control
5. Support Response Targets
| Severity Tier | Definition | Target Response |
|---|---|---|
| Critical (P1) | Complete system outage impacting live tournament / production operations | Within 1 Hour |
| Major (P2) | Core feature impaired with no immediate workaround | Within 4 Hours |
| Standard (P3) | General technical inquiry, configuration question, or minor bug | Within 24 Hours |
6. Service Credits
Service credits apply strictly where explicitly provided under a signed enterprise contract and must be requested within 30 days of the verified outage incident.