Service Availability Compensation Policy (SLA)
Monthly uptime-based compensation policy for HyperX services.
1. Core Service
| Monthly Uptime | If Cash Refund Is Selected | If Credit Compensation Is Selected |
|---|---|---|
| 99.95% or higher | No compensation (normal service) | No compensation (normal service) |
| 99.90% to below 99.95% | 5% refund of that month's service fee | 10% credit of that month's service fee |
| 99.00% to below 99.90% | 10% refund of that month's service fee | 20% credit of that month's service fee |
| 95.00% to below 99.00% | 25% refund of that month's service fee | 50% credit of that month's service fee |
| Below 95.00% | 100% refund of that month's service fee | 150% credit of that month's service fee |
2. ADS / Notification Service
| Monthly Uptime | If Cash Refund Is Selected | If Credit Compensation Is Selected |
|---|---|---|
| 99% or higher | No compensation (normal service) | No compensation (normal service) |
| 95% to below 99% | 10% refund of that month's service fee | 20% credit of that month's service fee |
| 90% to below 95% | 25% refund of that month's service fee | 50% credit of that month's service fee |
| Below 90% | 50% refund of that month's service fee | 100% credit of that month's service fee |
SLA Application Criteria
- Uptime calculation: Service uptime is calculated from API response success rates recorded by our monitoring systems.
- Priority of individual SLA agreements: If a customer has a separate SLA agreement with the company, that agreement takes precedence over this policy.
- Service fee basis: The "service fee" used for compensation is the amount actually paid by the customer for that month. If usage is within included flat-plan quotas, the plan subscription fee is treated as the service fee.
- Compensation when multiple services fail: If SLA violations occur in more than one service during the same period, a single compensation is applied based on the service with the largest compensation amount.
- Compensation payout method: Compensation is paid during the month following the incident month. If the customer requests cash refund before payout, it will be paid in cash; otherwise, compensation is provided as service credit by default.
- Cash conversion of credits: Credits granted due to SLA violations may be converted to cash up to 50% of the remaining balance within one month from the credit grant date.
- Services not covered by SLA: Services not explicitly listed in this policy are excluded from compensation. However, the company may provide compensation under separate standards if deemed necessary.
- Limitation of compensation scope: Compensation under this SLA is based on direct service fees actually paid for the relevant month. The company is not liable for indirect, special, consequential damages, or business losses. Compensation under this SLA is the sole and exclusive remedy for service availability issues.
Disclaimer
The company has no obligation to provide SLA compensation in any of the following cases:
- Outages caused by events beyond the company's control, including natural disasters, war, terrorism, government regulation, large-scale network failures, or hacking
- The customer intentionally degrades service uptime to obtain improper benefit
- The customer directly or through a third party performs or induces actions that disrupt service operations
- Outages caused by the customer's intent, negligence, or non-compliance with terms and policies
- Issues caused by unofficial APIs, modified clients, or unsupported hardware/software environments not officially provided by the company
- The customer's service payment is overdue
- Service interruption due to scheduled or emergency maintenance announced in advance by the company
- Service suspension or termination under the terms of service or a separate agreement