Service Level Agreement

1. Scope

This Service Level Agreement (the "SLA") describes the availability ED5 Global aims to provide for the hosted parts of ED5 MMO Studio and the service credits available when we fall short. It supplements the Terms of Service; where they conflict on availability or credits, this SLA governs.

It covers these services (each a "Covered Service"), measured separately:

• Hosted editor (Studio Web) — the browser-based editor and its hosted project database.
• Managed game servers — the game servers we run for you on a Cloud plan, measured as a fleet.
• AI gateway (AI Copilot) — the assistant service used inside the editor.

The desktop app, self-hosted game servers, the marketing website, community features, and anything you run on your own infrastructure are not Covered Services.

2. Monthly Uptime Targets

Each Covered Service has a monthly uptime target that depends on your plan. "Allowed downtime" is the approximate unplanned downtime a 30-day month can contain while still meeting the target.

Enterprise customers may agree a different target in a signed order form; the order form wins.

3. How Uptime Is Measured

Uptime is measured by our automated health checks, the same ones behind the public status page. About every 5 minutes each Covered Service is checked from our control plane and the result is recorded as operational, degraded, outage, maintenance or unknown.

• Monthly uptime = (operational + degraded checks) ÷ (operational + degraded + outage checks) for the calendar month in UTC, rounded down.
• A degraded check (slow, or partly impaired) counts as available.
• Maintenance and unknown checks (for example, when our monitoring itself was down) are excluded from both sides of the calculation.
• For managed game servers the check is of the fleet as a whole; a single server failing because of its own content or configuration is not a fleet outage.
• Raw check records are kept for 35 days and daily summaries for about 13 months; claims are verified against them.

4. Exclusions

Downtime caused by any of the following does not count against the target:

• Scheduled maintenance announced at least 48 hours ahead on the status page or by email. This includes a managed game server's scheduled restart: when a new server version rolls out to a busy server, players get an in-game countdown, and the server saves, drains and restarts when it ends. The countdown and the restart are maintenance.
• Emergency maintenance to fix a security vulnerability, limited to what is reasonably necessary.
• Customer-caused issues — your content, scripts, plugins, configuration or custom code; exceeding your plan's limits; actions by your team or anyone using your credentials; or not applying an update we asked you to apply.
• Your side of the connection — your or your players' networks, devices, browsers, ISPs or DNS.
• Suspension under the Terms of Service, for example for non-payment or abuse.
• Force majeure — events beyond our reasonable control, including natural disasters, war, labour action, government action, widespread internet or power failures, and outages of upstream providers outside our reasonable control.
• Preview, beta or free features, and any trial period.

5. Service Credits

If a Covered Service misses its monthly target, you can claim a credit against the monthly fee for the plan that includes that service:

• Credits for one month never exceed 50% of that month's fee for the affected plan, however many Covered Services missed their target.
• Credits apply to a future invoice only. They have no cash value, are not refundable, and are not transferable.
• For yearly billing, the monthly fee is the yearly price divided by 12.
• Service credits are your sole and exclusive remedy for a missed uptime target.

6. How to Claim

1. 1.Open a support ticket or email support@ed5mmostudio.com within 30 days after the end of the affected month.
2. 2.Include your account email, the plan and project affected, the Covered Service, and the dates and approximate times (UTC) you were affected.
3. 3.We check the claim against our uptime records and reply within 15 business days.
4. 4.An approved credit is applied to your next invoice. If we decline, we tell you why and what our records show.

You must be current on payment to receive a credit.

7. Changes

We may update this SLA. A change that lowers a target or reduces credits takes effect at your next renewal, not during a period you have already paid for.