Service Level Agreement
1.Background
The PGOS SLA (Service Level Agreement) is the PGOS service quality standard and a commitment and guarantee for PGOS customers to use PGOS with confidence. We measure PGOS service quality standards by the percentage of available hours within the PGOS service time frame. This article only specifies the public service part of PGOS, excluding Virtual Server and DS Hosting (because Virtual Server and DS Hosting are charged separately)
2. PGOS Service Quality Commitment
PGOS promises to achieve 99.9% and above availability within the service timeframe, and will make the corresponding service credit (Service Credit) return mechanism if it falls below that standard.
SLA Calculation Cycle: monthly (billing calculation cycle) Maximum Available Minutes: Total number of minutes in a billing cycle that PGOS provides service. Service Unavailability Time (Downtime): The number of minutes in a billing cycle when all player access to PGOS services failed. See "PGOS Service Unavailability Description" later for the definition of PGOS Service Unavailability. Monthly Uptime Percentage** calculated as follows: (Maximum Available Minutes - Downtime) / Maximum Available Minutes * 100
Special Note: Any non-PGOS service's own reasons for the player's failure to access PGOS are excluded, such as the failure to access PGOS due to the game client program's own problems, or the player's own network problems.
3. PGOS Service Credit
PGOS is calculated on a monthly basis (billing cycle) and service credits are returned for substandard service quality at a percentage of that month's billing charges, as shown in the table below:
| Monthly Uptime Percentage） | Service Credit |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 25% |
| Less than 99.0% | 50% |
Special Note:
- No service credit will be returned without incurring a billing charge.
- The returned service credits can only be used for the reduction of PGOS service billing fees and cannot be used as any form of cash payment.
Exemptions: Service credit will not be returned for service quality issues resulting from the following:
- Service unavailability of PGOS due to force majeure factors such as earthquakes, typhoons, storms, fires, etc.
- The service of PGOS is unavailable due to the failure of the operator's public network service.
4. PGOS Service Unavailability Description
As there are multiple service scenarios for PGOS, the definition of PGOS service unavailability is shown in the following table:
| Service | PGOS Service Unavailability Description |
|---|---|
| Login | All players cannot log into PGOS |
| Player Management | All players cannot access player information, cannot read or write player data |
| Social | All players are not allowed to private chat, group chat, add and withdraw from groups, add friends |
| Battle Session Management | All players are not allowed to team up, match, or initiate game matches |
| In-Game Economy | All players have no access to backpacks, in-game item purchases or spending |
| Player Engagement | All players are not allowed to use in-game mailboxes, Goals, leaderboards |