The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of Trinity. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Trinity. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.
SLA Credit Claim: To properly claim an SLA credit due, a master administrative user must open an SLA ticket located inside the support ticket system within seven days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Trinity customers. Please allow up to fourteen (14) days for the process of SLA claims.
SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
Network: Trinity guarantees 99.9% uptime on all network services to Customers located in our datacenters. All network services include redundant carrier grade internet backbone connections, power, and HVAC.
All SLA Guarantees and Claims are in regard to infrastructure. At no time will single game or voice server instances be covered by any SLA Guarantee unless its outage is directly related to unscheduled maintenance or failure of infrastructure affecting its operation in excess of 24 hours. SLA Credits are given as service credit in whole-hour increments.