Service Level Agreement

1. Overview

This Service Level Agreement (“SLA”) describes DiagonalRoot’s service availability targets, maintenance practices, and potential service credits for eligible outages. This SLA forms part of the Terms of Service.

2. Definitions

• Service Availability: the percentage of time a covered service is reachable and operating as intended during a calendar month.
• Unplanned Downtime: a service interruption that is not scheduled maintenance and is attributable to DiagonalRoot’s infrastructure or systems under our control.
• Scheduled Maintenance: planned maintenance performed during a defined maintenance window with prior notice where reasonably possible.

3. Availability Target

DiagonalRoot targets 99.9% monthly uptime for covered services, calculated on a calendar‑month basis.

4. What Is Included / Excluded

This SLA applies to the availability of DiagonalRoot’s network and infrastructure. The following are typically excluded from SLA calculations:

• Scheduled maintenance and emergency maintenance required to protect the platform
• Issues caused by customer configuration, third‑party software, mods/plugins, or customer actions
• Problems with upstream providers outside our reasonable control (e.g., regional internet routing issues)
• Force majeure events (e.g., natural disasters, widespread outages)
• Attacks or abuse events where mitigation is in progress (including DDoS), unless explicitly covered by a product‑specific SLA

5. Scheduled Maintenance

We aim to announce scheduled maintenance in advance via email or the client area when feasible, and to perform maintenance during periods intended to minimize customer impact. Emergency maintenance may be performed without advance notice when required for security or stability.

6. Service Credits

If Service Availability falls below the target in a given calendar month due to Unplanned Downtime attributable to DiagonalRoot, eligible customers may request a service credit.

Credits (if approved) are applied to future invoices and are not redeemable for cash. Unless otherwise required by law, credits are limited to the monthly fee for the affected service.

7. How to Request a Credit

To request an SLA credit, submit a ticket within 7 days of the end of the affected month via https://sp.diagonalroot.com/submitticket.php, including:

• Service identifier (invoice/service ID)
• Approximate start/end time of the incident
• Any relevant diagnostic information (logs, screenshots, traceroutes) if available

8. Support

Support is provided primarily through the ticket system to ensure traceability and faster resolution. While we aim to assist with platform‑related issues, we cannot guarantee support for third‑party application errors or customer‑introduced configuration issues.