AccelByte Service Level Agreement

Last updated on May 30, 2025

This AccelByte Service Level Agreement (“SLA”) is a policy governing the use of AccelByte Services, and applies separately to each account using AccelByte Services.

Service Commitment​

Accelbyte will use reasonable efforts to make AccelByte Services available with a Monthly Uptime Percentage, as defined below, during any monthly billing cycle (the “Service Commitment”):

Covered ServiceMonthly Uptime Percentage
AGS>=99.9%
AMS>=99.9%
Extend>=99.9%

Definitions​

The following definitions apply to the SLA:

  • “Request” is a customer-initiated action that is explicitly supported by AccelByte, as documented in the AccelByte API reference.
  • “Error” is any Request that returns a 500 or 503 HTTP status code.
  • “Unavailable” and “Unavailability” means, the percentage of Requests processed by the applicable Covered Service during each 5-minute interval that fail with Errors. If you did not make any Requests in a given 5-minute interval, Unavailability for that interval is assumed to be 0%.
  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Unavailability for all 5-minute intervals in a monthly billing cycle.

SLA Exclusions​

The Service Commitment, respectively, does not apply to any unavailability, suspension or termination of Covered Service, or any other Covered Service performance issues:

  1. caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Covered Service;
  2. caused by failures, outages, or performance degradations of third-party services (e.g., cloud hosting, DNS services) not managed by AccelByte;
  3. caused by failures, outages, or performance degradations arising in non-GA (general availability) features or services marked as beta, experimental, or preview;
  4. that result from any of your actions or inactions;
  5. that result from your equipment, software or other technology;
  6. that result from your failure to adhere to the guidelines and best practices described in the documentation for the Covered Service;
  7. that result from your decision to use your own implementation instead of the provided SDK for interactions with the Covered Service, where equivalent functionality is available;
  8. that result from failure to use the Covered Service within the bounds of the AccelByte’s published policies with respect to volume, rate limit, restriction, or from your bypassing of any features of the AccelByte SDK intended to manage interactions with the Covered Services (e.g., rate limitations or exponential backoff and retry behaviors);
  9. that result from application design issues that were:
    1. identified as risks with specific corrective actions recommended during an AccelByte Architecture Review, but these recommendations were not subsequently implemented by the customer; or
    2. related to areas typically assessed in an AccelByte Architecture Review, but the customer declined participation in such a review when it was offered.
  10. during a scheduled maintenance window;
  11. that result from a DDoS attack;
  12. that are caused by your failure to run a supported version of the environment, in accordance with the AGS Version Support Lifecycle Policy, for instance, by rejecting a release/update/hotfix;
  13. for services that are not included in AccelByte API reference;
  14. for services that are included in the AccelByte API reference that are explicitly designated or marked as “Legacy”.

The Monthly Uptime Percentage is calculated based on the definitions and standard exclusions outlined in this SLA. Should unforeseen circumstances beyond these standard exclusions impact availability, we will assess these events reasonably and in good faith to ensure the uptime calculation accurately reflects the platform's performance.

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