Loot Arena International Legal
Service Level Agreement
Availability, incident response and support rules for international Loot Arena customers
1. Scope
This Service Level Agreement ("SLA") describes support channels, incident categories, target response times, maintenance rules and service availability principles for paid international Loot Arena subscriptions.
This SLA forms part of the Terms of Service. It applies to the hosted Loot Arena platform, owner dashboard, customer workspace, supported integrations and related services that are under our reasonable control.
2. Support channels and support hours
Standard support hours are Monday to Friday, 09:00-21:00 Georgia time, excluding public holidays and periods announced separately.
The primary support channel is the support chat, email or onboarding channel designated by Loot Arena. Support requests sent outside support hours are treated as received at the start of the next support period.
We may use email, in-product notices, messenger channels or customer workspace notifications to request additional information, share incident status or provide workarounds.
3. Customer duties for support
To help us investigate issues, the Customer should provide the workspace name, affected club location, affected users or administrators, screenshots, approximate time, reproduction steps, integration names, expected behaviour and actual behaviour.
Response targets may be paused while we wait for information, access, permissions, logs, third-party provider response or Customer action needed to continue diagnostics.
4. Incident categories and target response times
We classify incidents based on actual symptoms, scope, business impact and whether the issue is within our reasonable control.
| Priority | Description | Target response |
|---|---|---|
| P1 Critical | Platform unavailable for most of the Customer's administrators or a paid core function is unavailable due to a confirmed issue on our side. | Within 24 hours |
| P2 Degraded | Partial feature degradation, incorrect report, screen error, delayed integration or performance issue that does not fully block use of the service. | Within 3 business days |
| P3 Request | Functional question, configuration assistance, onboarding request, how-to request or non-urgent improvement discussion. | Within 5 business days |
A response may include acknowledgement, initial diagnostics, request for additional information, workaround, status update, escalation or a preliminary plan. Target response times are not guaranteed resolution times.
5. Maintenance
We may perform planned maintenance, updates, migrations, infrastructure work and security improvements. Where practical, we will notify Customers in advance through email, in-product notices, messenger channels or website notices.
We may perform emergency maintenance without advance notice where needed for security, legal compliance, data integrity, third-party provider requirements or service continuity.
6. Exclusions
- failures, limits, policy changes or outages of Telegram, Telegram Mini Apps, Apple, Paddle, banks, payment providers, hosting providers, analytics tools, email providers or other third-party systems;
- internet provider, DNS, device, browser, local network, firewall, VPN or equipment problems on the Customer side;
- Customer configuration mistakes, unsupported use, employee actions, guest actions, content, missions, rewards, local venue processes or integration data quality;
- scheduled maintenance, emergency maintenance, security action or suspension allowed under the Terms;
- force majeure events, DDoS attacks, cyberattacks, sanctions, government action or events outside our reasonable control.
7. Availability and remedies
We aim to provide a reliable service, but we do not guarantee 100% uptime or uninterrupted operation. Availability metrics, if shared, are informational unless expressly stated in a signed order form.
This SLA does not provide automatic penalties, monetary compensation or service credits. For a confirmed prolonged incident caused by us, we may, at our discretion, provide a subscription extension or other reasonable remedy. This is the Customer's exclusive SLA remedy unless a signed agreement says otherwise.
8. Updates
We may update this SLA to reflect operational, infrastructure, support, legal or product changes. The current version is published on this page.
Last updated: May 23, 2026.