Service Level Agreement

Uptime Commitment

PokerProbe guarantees 99.9% monthly uptime for dedicated server infrastructure, excluding scheduled maintenance (announced 48 hours in advance).

Scheduled Maintenance

Maintenance windows occur during low-traffic hours (UTC 06:00–08:00 Sundays). Emergency patches may occur with shorter notice for security-critical updates.

Service Credits

If monthly uptime falls below 99.9%, eligible Pro and Elite subscribers may request a service credit equal to 10% of their monthly fee per 0.1% below the SLA threshold, up to 100% of one month's fee.

Exclusions

SLA credits do not apply to outages caused by customer actions, third-party software crashes, force majeure, or issues with your internet connection to the server.

Support Response Times

• Starter: Email support, 24-hour response
• Pro: Priority email, 8-hour response
• Elite: 24/7 priority support, 2-hour response