01Specification
Platform support & SLA
A written SLA, answered by engineers. A live casino cannot wait for a ticket queue. Our iGaming platform support contract gives your team a direct channel to the engineers who run the platform, 24/7 monitoring, severity-based response targets and a monthly report. If we miss the SLA, service credits apply.
- 99.9% uptime target, measured monthly by external monitoring
- 4 hours response on critical incidents, 24/7
- Named engineer, direct chat channel, ticket trail for audit
- Service credits written into the contract, not negotiated after the fact
Index → SLA · Severities · Incident process · Add-ons · White label
02What the SLA covers
The commitments, in contract order.
The commitments, in the order they appear in the contract. These are contractual targets, not past results. They apply to platforms we host or have deployed and maintain under a support contract.
| Clause | Commitment | Target | What it means |
|---|---|---|---|
| 01 | Uptime target | 99.9% · monthly | Availability of the player front-end, cashier and back office, measured by external monitoring. Agreed maintenance windows and third-party outages (PSP, game studio) are excluded and reported separately. |
| 02 | Incident severities | Critical 4 hours · standard 24 hours | Four levels. Critical: response within 4 hours, work continues until restored. High, medium and low have their own response and resolution targets; standard issues are addressed within 24 hours. See the severity table below. |
| 03 | Monitoring | 24/7 · automated | Availability, error rates, payment success rates, game-provider latency and infrastructure health, with alerts to the on-call engineer. |
| 04 | Maintenance windows | 5 business days' notice | Planned maintenance announced in advance, scheduled in your lowest-traffic hours, with a maintenance page for players. Emergency security patches may be applied sooner, with notice. |
| 05 | Service credits | % of monthly fee | If monthly uptime falls below the target or a critical response target is missed, a percentage of that month's support fee is credited. The schedule is in the contract; it is not negotiated after the fact. |
| 06 | Reporting | Monthly | Measured uptime, incidents by severity, response times against target, changes released and open items. |
03Severity levels
How incidents are classified and what you can expect.
Classification is agreed when the incident is raised, by the engineer and your contact together. If it gets worse, it is upgraded.
| Severity | Examples | Response | Update cadence | Resolution target |
|---|---|---|---|---|
| Critical SEV-1 | Site down; players cannot log in, deposit, withdraw or play; security or data-integrity event | 4 hours, 24/7 | Every hour until restored | Service restored as the first priority; root cause fixed after |
| High SEV-2 | One PSP or game provider failing; bonus engine or KYC flow broken for a segment; back-office function unavailable | Same business day; 24/7 for payment issues | Twice daily | Within 24 hours where the fix is on our side |
| Medium SEV-3 | Reporting discrepancy; non-blocking front-end bug; slow page on one device class; integration warning | Next business day | Daily | Agreed per case, usually within the week |
| Low SEV-4 | Cosmetic issues; configuration questions; documentation requests; minor improvement suggestions | Within two business days | On change | Scheduled into the next release |
04How support works day to day
A chat channel with the engineers, and a ticket trail behind it.
No help desk between you and the person who can fix it. The ticket system exists so the SLA can be measured, not so you have to use it.
Direct chat channel
A shared channel with your team and ours. Questions get answered by the person who can act on them, not routed through a help desk.
Ticket trail for audit
Every incident and change request also lives in the ticket system with timestamps, so the SLA can be measured and your compliance team has a record.
Named engineer
One engineer knows your deployment, your providers and your history, with a second as backup. You do not re-explain your setup each time.
Monthly report
Uptime, incidents, response times against target, releases and open items, in a format you can forward to your board or regulator.
05Monitoring and incident process
We usually know before you do.
Most incidents are raised by monitoring, not by players. The process from alert to post-incident review is the same every time.
- Automated · 24/7
Alerting
External availability checks, error-rate and latency thresholds, payment success-rate drops per PSP, game-provider timeouts and infrastructure metrics, all paging the on-call engineer 24/7.
- Within the response target
Status updates
Incident opened in the shared channel with severity, impact and next update time. Updates on the cadence in the SLA until service is restored.
- Until restored
Restore first, then fix
Service is restored by the fastest safe route, including failover, rollback or disabling a provider. The underlying cause is fixed afterwards and released in a normal window.
- Within 5 business days
Post-incident review
Written review for every critical and high incident: timeline, cause, what was changed to prevent recurrence. Shared with you within five business days.
06Operational services · add-ons
Available as add-ons to the support contract.
For operators who want our team to do more of the day-to-day. Quoted as monthly retainers or fixed-scope work, kept separate from the SLA so each is measured on its own terms.
Back-office operations help
Withdrawal queue review, KYC escalations, provider reconciliation, report preparation for your finance or compliance team. Within rules you set; decisions on players remain yours.
Content and bonus configuration
Setting up promotions, tournaments, lobby changes and new game releases from your calendar, tested in staging before they go live.
Release management
Scheduled releases of platform updates and your custom changes, with regression testing, release notes and a rollback plan for each.
07Questions
What operators ask before signing.
Support questions. Ask for the SLA schedule itself in the form above, or book 30 minutes and walk through it with an engineer.
Book a 30-minute callIs the SLA a real contract or a marketing number?
Does support cover player support?
What counts as a critical incident?
Can we get support outside the SLA, for example for new features?
08Get a quote
Support
SLA schedule
Read the SLA before you sign anything.
One form, one engineer, one business day. The reply contains the SLA schedule with uptime measurement, severity definitions, response and resolution targets and the service-credit table, plus the monthly support fee for your deployment.
- Reply within one business day, from an engineer
- The SLA schedule as it would be attached to your agreement
- Monthly fee and optional add-ons itemised
- NDA on request, no newsletters