Service levels
Uptime and support targets
What Deltaship aims for, how it is measured, and how fast we answer, by plan.
These are targets, not a guarantee, except where a signed contract says so. Effective from [EFFECTIVE DATE].
Uptime target
Deltaship aims for 99.9% uptime each calendar month for player downloads (installs and updates through your launcher) and for the Studio dashboard. That allows about 43 minutes of downtime in a 30-day month.
Uptime is measured by checks run from outside Deltaship's own systems, every few minutes, against the dashboard, the API players' launchers use, and downloads. Maintenance announced in advance is not counted as downtime.
Installed games keep working during an outage: players can always start a version they already have.
Support response targets
The first response to a support request, by plan. Business days are Monday to Friday, excluding public holidays.
| Plan | How | First response |
|---|---|---|
| Free | Community forum and the guidebook | No response target |
| Starter | Within 2 business days | |
| Pro | Email, handled first | Within 1 business day |
| Enterprise | Named contacts, as agreed | As set in your contract |
Service credits
Service credits for missed targets are offered only in Enterprise contracts for now. Other plans do not include credits.
Maintenance and incidents
Planned maintenance and incidents are announced on the status page.
Questions about these targets: see Support.