Service Level Agreement (SLA)

This SLA describes our availability commitment for the XiPlay cloud services (the licensing and management platform).

1. Uptime commitment

We target 99.9% monthly availability for the licensing check and management APIs, excluding scheduled maintenance (announced in advance) and factors outside our control.

2. Player resilience

By design, players keep displaying their last cached content during a cloud outage and license within an on-device grace window, so a brief platform interruption does not blank or freeze your screens.

3. Status & incidents

We publish real-time status and incident history on our status page, and notify affected customers of major incidents.

4. Support

Support is available at support@xiplay.app and the in-portal help widget. Enterprise and reseller plans may include faster response targets; contact us.

5. Remedies

If we fall short of the committed uptime in a billing month, eligible customers may request service credits as set out in their agreement.