1. SLA SCOPE

This SLA applies to eligible paid Chapter22 Hosting Services where a different written service-level commitment has not been expressly disclosed. Eligibility may depend on the applicable product, infrastructure platform, service location, and terms presented at checkout. Free, trial, beta, experimental, promotional, or testing Services do not receive an SLA unless Chapter22 expressly states otherwise.

2. MONTHLY AVAILABILITY COMMITMENT

Chapter22 targets 99.9% monthly availability for eligible paid hosting Services. Monthly availability is determined using:

• ​ The total number of minutes in the applicable billing month; and
• ​ Qualifying Service downtime attributable to infrastructure reasonably controlled by

Chapter22. A temporary performance reduction, increased latency, packet loss, slow response time, or other degradation does not automatically constitute downtime unless the affected Service is materially unavailable.

3. AVAILABILITY CALCULATION

Monthly Availability may be calculated using the following formula: Monthly Availability % = ((Total Minutes − Qualifying Downtime Minutes) ÷ Total Minutes) × 100 Only qualifying downtime covered by this SLA is included in this calculation. Chapter22 may determine availability using information from:

• ​ Infrastructure monitoring;
• ​ Network monitoring;
• ​ Server monitoring;
• ​ System logs;
• ​ Incident records;
• ​ Datacenter or upstream-provider records; and
• ​ Other reasonably reliable technical information.

4. QUALIFYING DOWNTIME

Downtime may qualify under this SLA when an eligible Service becomes materially unavailable because of a failure within infrastructure reasonably controlled by Chapter22. Examples may include eligible outages resulting from:

• ​ Chapter22-controlled server failure;
• ​ Chapter22-controlled network failure;
• ​ Chapter22 infrastructure configuration failure;
• ​ Unplanned failure of infrastructure directly operated by Chapter22; or
• ​ Other Chapter22-controlled technical failures that materially prevent use of the affected

Service. An incident must affect the actual availability of the eligible Service to qualify.

5. SERVICE CREDITS

If qualifying monthly availability for an eligible Service falls below 99.9%, the Customer may be eligible for the following Service Credit:

These percentages mirror the Service Credit schedule contained in Chapter22’s Terms of Service. Service Credits:

• ​ Apply only to the affected Service;
• ​ Are calculated against the applicable monthly Service fee;
• ​ Do not apply against the Customer's entire Chapter22 Account;
• ​ Will ordinarily be placed on the Customer's Chapter22 Account;
• ​ May be applied toward future eligible Chapter22 charges; and
• ​ Are not cash refunds unless applicable law requires otherwise.

Total SLA credits for an affected Service may never exceed 100% of the amount paid for that Service during the applicable monthly billing period.

6. REQUESTING AN SLA CREDIT

Customers must submit an SLA Credit request through an authorized Chapter22 support channel within 7 calendar days following the end of the affected billing period. A request should include, where reasonably available: 1.​ The affected Service; 2.​ Approximate date and time the incident began; 3.​ Approximate date and time Service was restored; 4.​ A description of the availability issue; 5.​ Relevant error messages or screenshots; and 6.​ Any other information reasonably useful for identifying the incident. Failure to submit the request within the applicable claim period may result in the claim becoming ineligible. Chapter22 may verify the request using network monitoring, infrastructure monitoring, logs, incident reports, provider information, and other relevant records. The TOS establishes both the seven-day claim period and Chapter22’s right to verify requests against technical records.

7. SLA EXCLUSIONS

The 99.9% availability commitment does not include downtime or unavailability caused by circumstances outside Chapter22's reasonable control. Excluded circumstances include, but are not limited to:

• ​ Scheduled maintenance;
• ​ Emergency maintenance reasonably necessary to protect systems;
• ​ Customer configuration errors;
• ​ Customer-installed software;
• ​ Unsupported modifications or plugins;
• ​ Third-party software failures;
• ​ Game publisher outages;
• ​ Customer-caused resource exhaustion;
• ​ Customer security compromises;
• ​ Suspension under the Terms of Service;
• ​ Violations of the Acceptable Use Policy;
• ​ DNS or other services operated by third parties;
• ​ Internet routing conditions outside Chapter22's network;
• ​ Upstream-provider failures outside Chapter22's reasonable control;
• ​ DDoS or other attacks that cannot reasonably be mitigated;
• ​ Government action;
• ​ Natural disasters;
• ​ Widespread utility or telecommunications failure;
• ​ Force-majeure events; or
• ​ Other circumstances outside Chapter22's reasonable control.

These exclusions are consistent with the SLA exclusions already incorporated into Chapter22’s TOS.

8. SCHEDULED MAINTENANCE

Chapter22 may perform scheduled, preventive, corrective, or infrastructure maintenance. Where reasonably practicable, Chapter22 will provide advance notice of planned maintenance expected to materially affect customer Services. Scheduled maintenance periods are not included as qualifying SLA downtime. Chapter22 will make reasonable efforts to:

• ​ Schedule disruptive work during lower-impact periods where practical;
• ​ Minimize Service interruption;
• ​ Provide appropriate notice; and
• ​ Restore normal operation promptly following maintenance.

9. EMERGENCY MAINTENANCE

Emergency maintenance may be performed without advance notice when reasonably necessary to:

• ​ Protect network security;
• ​ Prevent data loss;
• ​ Respond to hardware failure;
• ​ Correct a critical vulnerability;
• ​ Maintain network stability; or
• ​ Protect Chapter22, its Customers, infrastructure providers, or third parties.

Chapter22's existing Terms permit emergency maintenance for these purposes and require reasonable efforts to minimize disruption. Emergency maintenance reasonably necessary for these purposes does not constitute qualifying SLA downtime.

10. THIRD-PARTY SOFTWARE AND GAME SERVICES

Many Chapter22 Services depend upon software, games, APIs, modifications, plugins, authentication systems, or other technologies maintained by third parties. An affected Service will not be considered unavailable under this SLA solely because:

• ​ A game publisher experiences an outage;
• ​ A game authentication service becomes unavailable;
• ​ A plugin or modification fails;
• ​ A third-party API fails;
• ​ Customer-installed software malfunctions;
• ​ A game update causes incompatibility;
• ​ Workshop content becomes unavailable; or
• ​ Other third-party software fails while the underlying Chapter22 infrastructure remains

operational. Chapter22's TOS specifically distinguishes infrastructure availability from failures of third-party games, modifications, plugins, APIs, and related systems.

11. RESOURCE EXHAUSTION

A Service experiencing reduced performance or unavailability because the Customer exceeds or exhausts the resources included with the applicable plan is not considered qualifying SLA downtime. Examples include exhaustion of:

• ​ CPU;
• ​ Memory;
• ​ Storage;
• ​ Disk I/O;
• ​ Network throughput;
• ​ Processes;
• ​ Player slots;
• ​ Databases; or
• ​ Other allocated Service resources.

Customers are responsible for selecting a Service plan reasonably appropriate for their workload.

12. CUSTOMER-CAUSED INCIDENTS

This SLA does not cover incidents caused by Customer action or inaction, including:

• ​ Incorrect configuration;
• ​ Deleted or corrupted files;
• ​ Firewall rules created by the Customer;
• ​ Improper DNS configuration;
• ​ Compromised credentials;
• ​ Malware introduced through Customer software;
• ​ Unsupported software;
• ​ Excessive resource consumption;
• ​ Customer-initiated reboot or shutdown;
• ​ Customer-controlled network configuration; or
• ​ Failure to maintain software under the Customer's control.

13. DDOS AND SECURITY INCIDENTS

Chapter22 may provide DDoS mitigation and other network-security measures. No mitigation system can guarantee protection from every attack. When reasonably necessary to protect Chapter22 infrastructure, Customers, providers, or networks, Chapter22 may:

• ​ Filter traffic;
• ​ Rate-limit traffic;
• ​ Modify routing;
• ​ Block malicious sources;
• ​ Null-route an IP address;
• ​ Migrate an affected Service;
• ​ Restrict network functionality; or
• ​ Temporarily suspend an affected Service.

Downtime resulting from an attack that cannot reasonably be mitigated is excluded from SLA calculations.

14. UPSTREAM AND DATACENTER PROVIDERS

Chapter22 may rely on third parties for:

• ​ Datacenter facilities;
• ​ Physical servers;
• ​ Network transit;
• ​ Cloud infrastructure;
• ​ DDoS mitigation;
• ​ Connectivity;
• ​ Licensing;
• ​ Storage; and
• ​ Other infrastructure components.

Failure by an upstream provider outside Chapter22's reasonable control is excluded from this SLA. However, Chapter22 will make commercially reasonable efforts to communicate with affected providers, restore Services, and mitigate customer impact.

15. MONITORING AND INCIDENT DETERMINATION

Chapter22's monitoring systems and infrastructure records will ordinarily serve as the primary source for determining qualifying downtime. Customer-provided monitoring may be considered but will not automatically override Chapter22's technical records. External monitoring may produce false positives resulting from:

• ​ Customer ISP issues;
• ​ Regional routing problems;
• ​ DNS caching;
• ​ Monitoring-provider outages;
• ​ Blocked probes;
• ​ Local networking conditions; or
• ​ Other circumstances unrelated to Chapter22 Service availability.

Chapter22 may evaluate all reasonably available evidence when reviewing an SLA request.

16. CREDIT CALCULATION FOR NON-MONTHLY BILLING

Where a Service is billed quarterly, semiannually, annually, or under another prepaid term, an SLA Credit will be calculated using the equivalent monthly value of the affected Service, rather than the entire prepaid contract value. For example, an annual Service fee may be divided into twelve equivalent monthly portions for purposes of calculating an SLA Credit. Credits apply only to the month in which qualifying downtime occurred.

17. MULTIPLE INCIDENTS

Multiple qualifying incidents occurring during the same calendar billing month may be aggregated when determining monthly availability. Customers do not receive separate overlapping credits for individual incidents when the combined monthly availability already determines the applicable SLA Credit level.

18. MAXIMUM REMEDY

Unless applicable law requires otherwise, the Service Credits described in this SLA constitute Chapter22's specific contractual remedy for failure to meet the availability commitment described here. Nothing in this SLA:

• ​ Expands liability beyond the limitations contained in the Terms of Service;
• ​ Waives rights that cannot legally be waived;
• ​ Guarantees uninterrupted Service; or
• ​ Creates an availability guarantee for Services expressly excluded from this SLA.

19. SERVICE-SPECIFIC SLAS

Certain Services may include a different:

• ​ Availability commitment;
• ​ Credit schedule;
• ​ Maintenance policy;
• ​ Measurement method;
• ​ Exclusion;
• ​ Remedy; or
• ​ Service-level term.

Where Chapter22 clearly discloses a product-specific SLA during checkout, in product documentation, or through a separately executed agreement, the specific SLA controls for that Service to the extent of an actual conflict.

20. CHANGES TO THIS SLA

Chapter22 may update this SLA when reasonably necessary because of:

• ​ Infrastructure changes;
• ​ Product changes;
• ​ Provider changes;
• ​ Security requirements;
• ​ Operational changes;
• ​ Legal requirements; or
• ​ Clarification of existing Service commitments.

Material changes affecting existing Customers will be communicated where reasonably appropriate or legally required. Changes apply prospectively unless applicable law permits otherwise.

21. CONTACT AND SLA CLAIMS

Questions regarding this SLA or requests for Service Credits should be submitted through the authorized Chapter22 Hosting customer support system. Chapter22Hosting LLC​ Doing Business As: Chapter22 Hosting​ California, United States​ Website: chapter22hosting.com When submitting an SLA claim, Customers should identify the affected Service and provide sufficient information for Chapter22 to investigate the reported outage.

22. ACKNOWLEDGMENT

By purchasing or using a Service covered by this SLA, the Customer acknowledges that:

• ​ Chapter22 targets 99.9% monthly availability for eligible paid Services;
• ​ Availability is calculated using qualifying downtime;
• ​ Scheduled maintenance and other stated exclusions do not count toward qualifying

downtime;

• ​ Credits must be requested within the applicable claim period;
• ​ SLA Credits apply only to the affected Service;
• ​ Credits are normally Account credits rather than cash refunds; and
• ​ The SLA operates together with the Chapter22 Hosting Terms of Service and Acceptable

Use Policy. Chapter22Hosting LLC​ Service Level Agreement — Version 1.0​