SLA Terms

At Edgegap, we support our clients throughout the lifecycle of their games.

Here is how we will support your game:

• Dedicated Slack/Discord channel support.

• ServiceDesk Tickets support.

• Active monitoring.

• A support representative will be available via email or phone 24/7 for Priority1 incidents.

• When submitting an error, the client may indicate the severity of the initial response in accordance with the severity guidelines.

• The availability of the service for any given month will be 99.9%.

• Edgegap shall provide notice 72 hours in advance of any scheduled maintenance where downtime is reasonably possible or expected.

Severity Level	Description	Initial Response & Acknowledgment	Targeted Best Effort Fix Date or Workaround	Continuous Effort & Updates
1	Edgegap service or component thereof is completely inaccessible or the majority of its functionality is unusable and inaccessible.	15 minutes	1 hour for a workaround4 hours for complete resolution of error	Edgegap will commit full-time resources 24/7; updates provided hourly.
2	One or more key features/components of the Edgegap service are unusable.Unable to perform basic Edgegap service functions or there is a significant degradation in such basic functions or features.	15 minutes	2 hours for a workaround1 calendar day for complete resolution of error	Edgegap will commit full-time resources 24/7; updates provided hourly.
3	An Edgegap service feature/component is not operating in accordance with the documentation which does not fall into an error severity Level 2.Enhancements or defects in the Edgegap service that are targeted for updates, but do not result in the significant loss or degradation in functionality in a major Edgegap service feature/component. Functionality is noticeably impaired or degraded but clients use of the Edgegap service can continue; and in each case, a workaround is available.	2 hours	Next new functionality of Edgegap service or prioritized to be fixed in a mutually agreeable timeframe.	Updates provided weekly.
4	All enhancement and new functionality requests. Client requires information or assistance on capabilities, installation, or configuration of the Edgegap service.	1 business day	At Edgegap’s reasonable discretion	N/A