SLA Template — Event Network Services
Service levels written so responsibility boundaries are unambiguous before anything goes wrong.
1. Definitions
- Scheduled Play Time — the published window during which competitive matches are scheduled, excluding breaks and ceremonies. All uptime figures are measured against this window and no other.
- Disruption — any period during which one or more competitors cannot maintain a playable connection to the match server due to a fault within the Provider's scope.
- MTTD — elapsed time from fault onset to Provider detection.
- MTTR — elapsed time from Provider detection to restoration of service.
2. Uptime commitment
The Provider commits to [99.9]% availability measured across Scheduled Play Time, calculated as
(1 − disruption minutes ÷ scheduled minutes) × 100.
3. Response targets by severity
| Severity | Definition | MTTD target | MTTR target |
|---|---|---|---|
| S1 | All competition halted | 1 min | 10 min |
| S2 | One station or match affected | 2 min | 15 min |
| S3 | Degraded performance, play continues | 5 min | 30 min |
| S4 | Non-competition systems only | 15 min | Best effort |
4. Scope of Provider responsibility
Inside scope: all active network equipment supplied by the Provider; configuration of that equipment; cabling supplied by the Provider; failover between contracted uplinks; monitoring and detection.
Outside scope: venue mains power and generator transfer; venue structural cabling not supplied by the Provider; upstream ISP delivery beyond the demarcation point; publisher-side game servers and matchmaking; player-owned peripherals.
Where a fault originates outside the Provider's scope, it is excluded from the uptime calculation, provided the Provider produces evidence of origin within 72 hours. This clause protects both parties: the Provider is not liable for a fiber cut, and the Client is not fobbed off with an unevidenced claim of one.
5. Redundancy obligations
- Minimum [two] independent uplinks on separate physical paths
- Automatic failover within [5] seconds
- Core switching on UPS with minimum [15] minutes runtime
- Hot spares on site for all single points of failure
6. Monitoring and evidence retention
The Provider shall collect latency, jitter, packet loss and per-port utilisation at intervals no longer than 30 seconds, retain the data for [90] days, and deliver raw logs to the Client within 72 hours of the event ending.
7. Root cause classification
Any incident shall be classified using the PENS root cause taxonomy. Where the parties disagree on classification, either may refer the matter to the PENS Advisory Board, whose finding shall be published.
8. Service credits
| Achieved uptime | Credit |
|---|---|
| ≥ 99.9% | None |
| 99.0% – 99.89% | [10]% of fee |
| 95.0% – 98.99% | [25]% of fee |
| < 95.0% | [50]% of fee |
9. Registry listing consent
Both parties consent to the event, its infrastructure declaration and any resulting incident record being listed on the PENS registry, and acknowledge the right-of-reply process that applies to any such record.
Note: this template is a drafting aid, not legal advice. Have it reviewed by a qualified lawyer before use. Bracketed values are placeholders to be negotiated.