Service Level Agreement

Purpose

This Reactor Multiplayer Engine Service Level Agreement (this “SLA”) outline the service uptime guarantees and responsibilities between KinematicSoup (“KinematicSoup”) and you, the Customer (“Customer”). In the event of a conflict between this SLA and another agreement with us governing your use of our services (the “Agreement”), the terms and conditions of this SLA shall apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meaning set forth in the agreement.

Scope of Services

Room Instance Service

KinematicSoup will enable Customers to host multiplayer Rooms on-demand within Room Instances using its shared infrastructure. KinematicSoup is responsible for:

  • Scaling resources to meet demand within prescribed limits.

  • Managing infrastructure to ensure consistent performance.

Dedicated Infrastructure Service

KinematicSoup will provide dedicated infrastructure reserved for exclusive Customer use. Customers are responsible for:

  • Configuring, managing, and deploying their own Rooms on the dedicated infrastructure.

  • Ensuring compliance with KinematicSoup policies.

Service Availability

Room Instance Service Uptime Guarantee

KinematicSoup guarantees 99.0% uptime for the Room Service.

Dedicated Infrastructure Uptime Guarantee

KinematicSoup guarantees 99.0% uptime for the Dedicated Infrastructure Service.

Definition of Uptime:

Uptime is defined as the ability to start and operate Reactor rooms. Reactor rooms themselves are considered your application that incorporates your data and your code and are not covered under the Uptime Guarantee.

  • For Room Service: Uptime Guarantee covers the availability of the Room Service infrastructure and network connectivity for hosting multiplayer Rooms.

  • For Dedicated Infrastructure Service: Uptime Guarantee covers the availability of the underlying server hardware and network connectivity used for hosting multiplayer Rooms.

Downtime Exclusions: The following scenarios do not count toward Downtime for either service:

  • Scheduled maintenance (Customer will receive at least 24 hours advance notice).

  • Force Majeure events (natural disasters, strikes, etc.).

  • Customer mismanagement or misuse of Dedicated Infrastructure or Room Service.

  • Issues arising from third-party dependencies outside KinematicSoup’s control

Measurement and Reporting

Room Service Monitoring and Reporting

  • Monitoring: Service uptime will be monitored using automated tools.

  • Reporting: Monthly uptime reports will be made available upon request, detailing service availability for the Room Instance Service.

Dedicated Infrastructure Monitoring and Reporting

  • Monitoring: KinematicSoup will monitor infrastructure availability, operational health, and network connectivity.

  • Reporting: Uptime statistics for Dedicated Infrastructre will be included in monthly reports upon request.

Uptime Calculations

KinematicSoup’s uptime percentages will be calculated separately for Room Service and Dedicated Hardware Service as follows:

Uptime Percentage = ((Total Minutes in a Month−Total Downtime Minutes ) / Total Minutes in a Month) × 100

Service Credits

99.0% - 100%, No Credit

95.0%-99.0%, 15% Credit

Below 95%, 50% Credit

Service credits will be applied to the Customer’s next billing cycle and are capped at a maximum of 15% of the monthly service fee for each service type.

Customer Responsibilities

The Customer must:

  • Notify KinematicSoup promptly of any issues with the Room Instance Service or Dedicated Servers.

  • Use the Room Instance Service and Dedicated Infrastructure in compliance with KinematicSoup guidelines.

Escalation Procedures

In the event of service disruption, the Customer may escalate the issue by contacting:

  • Outage Report Email: outages@kinematicsoup.com

KinematicSoup will take action within 1 hour for critical outages and may contact the Customer for further details.

Limitations of Liability

KinematicSoup’s liability under this SLA is limited to the service credits described in this document. This SLA does not guarantee uninterrupted or error-free service and is not liable for any indirect, incidental, or consequential damages.

Amendments

This SLA may be amended or modified from time to time by KinematicSoup. In such an event, KinematicSoup will announce the change to the Customer using the Customer’s email address of record.