Service Level Agreement

Effective Date: February 3, 2026
Entity: Edge Case Software, LLC

1. Purpose & Scope

This Service Level Agreement ("SLA") outlines the performance and support commitments provided by Edge Case Software, LLC for all games, applications, websites, and online services operated by us (collectively, the "Services").

2. Service Availability

We strive to maintain high availability for all Services; however, we do not guarantee any specific uptime percentage. Our Services are provided on a "best effort" basis.

  • Scheduled Maintenance: We perform regular maintenance to keep systems secure and optimized. When possible, we will provide advance notice for planned downtime.
  • Exclusions: Availability expectations do not include failures caused by your local hardware, internet connectivity issues, or outages of third-party infrastructure (e.g., cloud providers, payment processors).

3. Support & Response Times

Support is provided via email at contact@edgecasesoftware.dev. We categorize issues based on the following severity levels:

Severity Description Target Response
Critical Service is completely unavailable 1 Business Day
High Core feature is broken with no workaround 2 Business Days
Normal General bugs or performance issues 5 Business Days
Low Feature requests or minor cosmetic fixes Best Effort

Business Days are Monday–Friday, 9:00 AM to 5:00 PM EST, excluding US Federal Holidays.

4. User Responsibilities

To maintain service integrity, users are responsible for:

  • Providing their own compatible hardware for any on-premise components.
  • Ensuring stable internet connectivity for cloud-synchronized features.
  • Maintaining the security of their account credentials.

5. Data Backups

We perform regular automated backups of application data. In the event of a system failure, we will make reasonable efforts to restore service as quickly as possible. Backup copies may be retained for up to 60 days.

6. Limitation of Remedies

This SLA is provided for informational purposes and does not create any contractual obligations beyond those stated in our Terms of Service. We do not offer service credits or refunds for downtime or service interruptions.

7. Contact Us

For support inquiries, please contact:

Edge Case Software, LLC
contact@edgecasesoftware.dev