Service Level Agreement (Outline)

1. Status of this outline

N4XION has not launched a paid service and is not accepting payments. This SLA outline is shared for transparency. It becomes a binding commitment only when the paid service launches, infrastructure is proven, and the final SLA is published and reviewed.

2. What an SLA would cover

Once live, the SLA is planned to cover the availability of the core hosting platform — the ability to reach and run a provisioned game server — for customers on eligible paid plans. It would not cover the game software itself, third-party services, or issues caused by the customer’s own configuration.

3. How uptime would be measured

We plan to measure availability over a defined billing period, expressed as the percentage of that period during which the covered service was available. Planned principles include:

• measurement against a defined monitoring method rather than informal impressions;
• counting only unplanned outages that fall within N4XION’s responsibility;
• excluding time attributable to the exclusions listed below; and
• publishing the measurement method so customers understand how figures are calculated.

The specific target percentage and measurement interval will be defined only after infrastructure testing, and are not promised today.

4. Planned exclusions

Certain periods are expected to be excluded from availability calculations, because they fall outside N4XION’s reasonable control or are agreed in advance:

• Scheduled maintenance — announced maintenance carried out within published windows.
• Customer-caused issues — outages caused by the customer’s configuration, mods, plugins, scripts, or exceeding plan resource limits.
• Force majeure — events beyond reasonable control, such as natural disasters, widespread power failures, or government action.
• Third-party network issues — problems in upstream networks, transit providers, or the customer’s own internet connection.
• Suspension for cause — downtime resulting from enforcement under the planned Acceptable Use Policy.

5. Planned maintenance windows

We plan to carry out routine maintenance within announced windows, aiming for lower-traffic periods where practical, and to give reasonable advance notice of planned work. Emergency maintenance needed to protect security or stability may occur with shorter or no notice, and would be communicated as promptly as possible.

6. Incident reporting and status updates

We plan to operate a way for customers to report incidents and to receive status updates during significant outages. The intent is timely, honest communication: acknowledging known issues, sharing progress, and following up once service is restored. Incidents are planned to be reported to [email protected].

7. Planned service credits

Where a qualifying outage falls below the future availability target, we plan to offer service credits as the remedy, rather than cash refunds, under conditions to be defined in the final SLA. Planned principles include:

• credits applied to a future billing period rather than paid in cash;
• a requirement to request the credit within a defined window after the incident;
• exclusion of outages attributable to the excluded categories above; and
• credits as the primary remedy for availability shortfalls, alongside your statutory rights.

Credit amounts and thresholds are not set today and will be defined only after infrastructure testing.

8. Relationship to consumer law

This planned SLA is intended to sit alongside, not replace, the rights customers have under applicable Philippine law, including the Internet Transactions Act and Department of Trade and Industry (DTI) consumer-protection rules. Where the law provides a stronger remedy, that law applies.

9. Why targets are not final yet

Availability targets depend heavily on the chosen data centre, network, and hardware. Because N4XION has not selected or tested this infrastructure, publishing a specific figure now would be misleading. Real targets will be set, tested, and published before the paid service accepts payments.

10. Changes to this outline

This outline may change as N4XION selects and tests infrastructure. The final, binding Service Level Agreement will be published and reviewed before N4XION accepts payments. Questions can be sent to [email protected].