Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) forms part of the TriggSpace Terms of Service and is entered into between TriggSpace Ltd (“TriggSpace”, “we”, “us”, or “our”) and the customer (“you”, “your”). This SLA defines service availability commitments, support standards, and remedies applicable to TriggSpace’s game hosting and related services.
1. Definitions
Service: Paid game hosting, server hosting, control panels, and related infrastructure provided by TriggSpace.
Uptime: The percentage of time the Service is available during a calendar month, excluding Permitted Downtime.
Downtime: A period during which the Service is unavailable due to a failure within TriggSpace’s infrastructure.
Scheduled Maintenance: Planned maintenance announced in advance where reasonably possible.
Incident: Any unplanned interruption or material reduction in the quality of the Service.
2. Service Availability Commitment
TriggSpace aims to provide a monthly uptime of 99.9% for paid hosting services, excluding Permitted Downtime.
2.1 Uptime Calculation
Uptime is calculated on a per-month basis using the following formula:
Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
3. Permitted Downtime (Exclusions)
The following are excluded from uptime calculations:
- Scheduled Maintenance, with at least 24 hours’ notice where reasonably practicable
- Emergency maintenance required to address security, stability, or compliance risks
- Downtime caused by customer actions, misconfigurations, or software changes
- Third-party software, mods, plugins, or integrations
- Distributed Denial of Service (DDoS) attacks beyond mitigation capacity
- Force majeure events, including natural disasters, war, cyberattacks, or government action
- Failures or outages attributable to upstream providers, data centres, or network carriers
4. Maintenance Windows
Scheduled Maintenance: Typically performed during low-usage periods where feasible.
Emergency Maintenance: May occur without prior notice where required to protect systems, data, or infrastructure.
TriggSpace will use reasonable efforts to minimise service impact during maintenance activities.
5. Support Services
5.1 Support Channels
Support is provided through:
- Support ticket system
- Email: contact.triggspace@gmail.com
- Community platforms, where applicable
5.2 Target Response Times
| Priority | Description | Target initial response |
|---|---|---|
| Critical | Service completely unavailable | Within 1 hour |
| High | Severe service degradation | Within 4 hours |
| Medium | Partial impairment | Within 12 hours |
| Low | General enquiries | Within 24 hours |
Target response times are objectives only and are not guaranteed.
6. Incident Management
TriggSpace will:
- Investigate reported incidents in a timely manner
- Take reasonable steps to restore service
- Provide status updates for major outages where feasible
Customers are responsible for reporting incidents promptly using official support channels.
7. Service Credits
7.1 Eligibility
Service credits may be issued only if:
- Monthly uptime falls below 99.9%
- A credit request is submitted within 7 days of the end of the affected month
- The customer account is active and in good standing
7.2 Credit Schedule
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.89% | 5% of the monthly service fee |
| 95.0% – 98.99% | 10% of the monthly service fee |
| Below 95.0% | 25% of the monthly service fee |
Service credits are applied to future invoices and are not redeemable for cash or refunds.
8. Customer Responsibilities
You agree to:
- Maintain secure account credentials
- Use the Service in compliance with the Acceptable Use Policy
- Avoid actions that may cause instability or security risks
- Maintain independent data backups unless explicitly included in your service plan
9. Data, Backups, and Liability
Unless explicitly stated in your service description:
- TriggSpace does not guarantee backups
- You remain responsible for maintaining your own data backups
To the maximum extent permitted by law, TriggSpace shall not be liable for data loss, indirect damages, or consequential losses arising from Service unavailability.
10. SLA Limitations
This SLA:
- Applies only to paid services
- Does not apply to free, trial, beta, or promotional services
- Sets out your sole and exclusive remedies for service availability issues
11. Modifications to This SLA
TriggSpace may update this SLA from time to time. Continued use of the Services after changes take effect constitutes acceptance of the revised SLA.
12. Governing Law
This SLA is governed by and construed in accordance with the laws of England and Wales.
13. Contact Information
For SLA-related enquiries:
TriggSpace Ltd
Email: contact.triggspace@gmail.com
© 2026 TriggSpace Ltd. All rights reserved.