SLA & Guarantees

99.99% Network Availability

We guarantee that our network infrastructure will be available 99.99% of the time, measured monthly. This translates to a maximum of 4 minutes and 23 seconds of downtime per month.

What This Covers:

• Core network infrastructure availability
• Routing and switching equipment
• Network connectivity between our data centers and Internet exchange points
• Border gateway routing and peering connections

Measurement and Reporting:

Network availability is continuously monitored from multiple locations using both internal and third-party monitoring systems. Customers can view real-time and historical network status through our control panel.

Credit Policy:

2 Tbps Mitigation Capacity

All VargaNet Gaming servers include DDoS protection with mitigation capacity up to 2 Terabits per second (Tbps). This protection is active 24/7 and requires no additional configuration from customers.

Attack Detection and Response:

• Detection Time: We guarantee detection of volumetric DDoS attacks within 60 seconds of attack initiation.
• Mitigation Activation: Automatic mitigation measures will begin within 90 seconds of attack detection.
• Traffic Cleaning: During active mitigation, we guarantee that legitimate traffic will continue to reach your server while malicious traffic is filtered.

Protection Coverage:

• Layer 3/4 Attacks: Full protection against volumetric attacks, including UDP floods, SYN floods, and amplification attacks.
• Protocol Attacks: Protection against protocol-specific attacks targeting gaming server vulnerabilities.
• Application Layer: Basic protection against application layer (L7) attacks.

Limitations:

While our DDoS protection is comprehensive, customers should be aware of the following limitations:

• Sophisticated application-layer attacks may require custom mitigation rules, which we can implement upon request.
• During extreme attack scenarios, temporary increased latency may occur as traffic is routed through scrubbing centers.
• Protection effectiveness depends on attack type and complexity.

Credit Policy:

If our DDoS protection fails to mitigate an attack within the specified timeframes, customers are eligible for a 50% credit of their monthly fee for the affected server. Claims must be submitted within 7 days of the incident with supporting evidence.

Regional Performance Targets

Our network is specifically optimized for Eastern European countries, with target latency values for major metropolitan areas. These targets represent the average round-trip time (RTT) between our data centers and the specified locations under normal network conditions.

Target Latency Values:

Measurement and Verification:

Latency is measured continuously from our monitoring systems to major network hubs in each region. Customers can perform their own latency tests using standard tools like ping or traceroute.

Optimization Methods:

• Direct peering with major ISPs in each target country
• Presence at regional Internet Exchanges
• Optimized BGP routing policies
• Regular route analysis and adjustment

While we strive to meet these target values, actual latency may vary based on factors outside our control, including last-mile connectivity, local ISP conditions, and internet congestion.

Instant Server Deployment

We guarantee that new game servers will be provisioned and ready for use within minutes of order confirmation. Our automated provisioning system ensures that you can get your gaming community up and running without unnecessary delays.

Provisioning Time Commitments:

What's Included in Provisioning:

• Server hardware allocation and initialization
• Operating system installation and configuration
• Game server software installation
• Basic security configurations
• Network and firewall setup
• Control panel access configuration

Credit Policy:

If we fail to provision your server within the specified timeframe, you are eligible for a one-time credit equal to 25% of your first month's fee for the affected server.

Responsive Technical Support

Our technical support team is available to assist with any issues or questions related to your gaming infrastructure. We categorize support requests by severity to ensure critical issues receive priority attention.

Response Time Commitments:

Support Channels:

• Discord Community: 24/7 community support with staff monitoring during business hours
• Ticket System: Available through the control panel for all severity levels
• Emergency Phone Support: Available for Critical issues only

Business Hours:

Our technical support team is staffed during the following hours:

• Monday to Friday: 9:00 AM to 10:00 PM EET (Eastern European Time)
• Saturday and Sunday: 10:00 AM to 6:00 PM EET

Critical issues are monitored 24/7, including holidays.

Automated Backup Solutions

We provide automated backup solutions for all gaming servers to protect against data loss. Our backup system ensures that your game worlds, configurations, and player data are safely preserved.

Backup Schedule:

Backup Storage:

Backups are stored on separate storage infrastructure from your primary server to protect against hardware failures. Standard plans include backup storage equal to 100% of your server's storage allocation.

Restoration Guarantees:

• Backup restoration will begin within 30 minutes of a confirmed restoration request
• Restoration speed depends on the size of the backup, with typical completion times of 5-30 minutes
• Self-service restoration is available through the control panel for immediate access

How to Submit an SLA Claim

If you believe that VargaNet Gaming has failed to meet any of our service level guarantees, you can submit an SLA claim to request service credits. We've designed a straightforward process to handle these claims:

1. Claim Submission: Submit your claim through the control panel's "SLA Claims" section or by opening a support ticket with the subject "SLA Claim".
2. Required Information: Include your account ID, affected server ID, the specific SLA that was not met, the date and time of the incident, and any relevant evidence (logs, screenshots, etc.).
3. Submission Deadline: Claims must be submitted within 7 calendar days of the incident.
4. Review Process: Our technical team will review your claim and verify the reported incident against our monitoring data.
5. Resolution Timeline: We will respond to all SLA claims within 5 business days.
6. Credit Application: Approved credits will be applied to your account within 10 business days and will be automatically applied to your next invoice.

Evidence Requirements:

To support your SLA claim, we recommend providing the following evidence where applicable:

• Traceroute or ping tests showing latency issues
• Screenshots of error messages or performance problems
• Server logs showing downtime or issues
• Support ticket numbers related to the incident
• Timestamps of when the issue began and ended

SLA Exclusions

While we strive to maintain 100% compliance with our service level agreements, certain circumstances fall outside the scope of our SLAs. The following situations are excluded from SLA guarantees and credit eligibility:

Force Majeure Events:

• Natural disasters, earthquakes, floods, or other acts of nature
• Acts of war, terrorism, riots, or civil unrest
• Government actions or restrictions
• Major regional or global Internet backbone failures outside our control
• Power outages affecting entire regions

Customer-Related Exclusions:

• Issues caused by customer actions, configurations, or custom code
• Exceeding resource limits or quotas of your service plan
• Scheduled maintenance that was announced at least 48 hours in advance
• Emergency maintenance required to protect the security or integrity of our services
• Suspension of services due to violations of our Terms of Service or acceptable use policies

Third-Party Factors:

• Issues with third-party services or applications not provided by VargaNet Gaming
• Game publisher maintenance or issues with game server software
• DNS propagation delays
• Customer's local network problems or ISP issues

These limitations are standard across the industry and reflect the complex nature of internet infrastructure and gaming services. We will always work diligently to resolve any issues, regardless of whether they fall under our SLA coverage.

If you have any questions about our Service Level Agreements or need clarification on any aspect of our guarantees, please don't hesitate to contact us. Our team is ready to provide detailed information about our commitments and how they apply to your specific gaming infrastructure needs.

For SLA inquiries, please visit our Contact page or open a support ticket with the subject "SLA Questions" through your control panel.