PREAMBLE

This service level agreement applies to all users of afarhub.com (the “Website”) who pay for a subscription to sell products and/or services (the “Client”) on the Afar platform. This service level agreement does not apply to users who use the platform for free. This service level agreement does not apply to users who purchase products through the Afar Platform.

UnifiedCentury Limited possesses the right to modify this service level agreement at any time. Material changes, such as the adjustment of policies and procedures, will be posted 30 days in advance of its effectiveness. We will attempt to notify users using the communication method(s) they have provided at least 14 days in advance of its effectiveness. Non-material changes, such as updating links, correcting typos or reformatting may be made at any time without notification. It is recommended that you regularly check this service level agreement for any modifications, as sometimes filters, spam prevention, or other technological glitches may prevent you from receiving a notice.

DEFINITIONS

UNCOVERED OUTAGES

The following Outages will be ineligible for compensation:

1. Third Party Outages (such as the Discord client, ROBLOX, or external payment providers being down)
2. Third Party Disputes (such as Discord moderating our Discord client and preventing it from functioning)
3. Widespread Internet Outages (such as Cloudflare or other cloud service providers failing)
4. Localized Internet Outages (such as your local ISP being unable to route to our services)
5. Client-caused Outages (such as you breaking your integrations)
6. Moderation Actions enacted by UnifiedCentury
7. Minor Feature Outages
8. Expected, Planned Maintenance 

COMPENSATION

Compensation for these Outages is determined by your plan on a calendar month basis. Should your plan change during a calendar month, please refer to the lower-tier (less expensive) plan. Please refer to your plan below in order to figure out which formula will be used. All time-based calculations will be done using the calculator found on status.unifiedcentury.com. The calendar month begins at 00:00 UTC on the first day of the month, and it ends at 23:59 UTC on the final day of the month. No plan may receive over 6 service credits per calendar month.

CORE

The core plan is not covered by this service level agreement and will not be compensated.

BASE

Downtime shall be calculated as the total number of Outage hours accumulated within a single calendar month.

Upon the first 24 cumulative hours of Downtime in a calendar month, the Client shall receive one (1) month of service credit for the base plan applied to their account.

For each additional 48 cumulative hours of Downtime within the same calendar month, the Client shall receive one (1) additional month of service credit for the base plan.

Partial Downtime periods that do not meet the applicable threshold (24 hours for the first credit, 48 hours for subsequent credits) shall not qualify for a service credit.

Example:

If the total Downtime in a calendar month equals 100 hours:

First 24 hours → 1 service credit (Base plan)

Next 48 hours → 1 service credit (Base plan)

Remaining 28 hours → no additional credit

Total credits issued: 2 months of service credit.

DELUXE

Downtime shall be calculated as the total number of Outage hours accumulated within a single calendar month.

Upon the first 6 cumulative hours of Downtime in a calendar month, the Client shall receive one (1) month of service credit for the deluxe plan applied to their account.

For each additional 12 cumulative hours of Downtime within the same calendar month, the Client shall receive one (1) additional month of service credit for the deluxe plan.

Partial Downtime periods that do not meet the applicable threshold (6 hours for the first credit, 12 hours for subsequent credits) shall not qualify for a service credit.

Example:

If the total Downtime in a calendar month equals 25 hours:

First 6 hours → 1 service credit (Deluxe plan)

Next 12 hours → 1 service credit (Deluxe plan)

Remaining 7 hours → no additional credit

Total credits issued: 2 months of service credit.

CONTRACTED/CUSTOM/ENTERPRISE

Please refer to your agreement made with UnifiedCentury Limited to see if you are entitled to any service credits. If there is no service level agreement defined, you will be considered to have the core plan under this service level agreement.

RESTRICTIONS

The service credit is considered an extension to your billing period. This means you will be billed one calendar month later than originally set for each service credit.

The service credit is not redeemable for real-world currency, except where prohibited by law, in which case its value is 1/100th of a British pound sterling (£0.01).

The service credit will be immediately applied to the next billing cycle and may not be saved or otherwise reserved for a later billing cycle.

The service credit may not be traded, bought, or sold.

CLAIMING COMPENSATION

To claim compensation for a calendar month, you must open a ticket or contact support at [email protected].

You may only claim compensation for the previous calendar month. Your claim will be rejected if you attempt to claim compensation for the current calendar month, or the second-to-previous calendar month. For example, if you want to claim compensation for the Outages in the calendar month of January, you must wait until February 1st at 00:00 UTC to do so, and may not claim compensation later than February 1st at 23:59 UTC.

DISCRETIONARY NOTICE

ALL CLASSIFICATION OF OUTAGES IS DONE AT THE SOLE DISCRETION OF UNIFIEDCENTURY LIMITED. THIS SERVICE LEVEL AGREEMENT ONLY COVERS THE AFAR PLATFORM AND NO OTHER SERVICES PROVIDED BY UNIFIEDCENTURY LIMITED. YOU, THE CLIENT, ARE RESPONSIBLE FOR CLAIMING SERVICE CREDITS. UNIFIEDCENTURY LIMITED RESERVES THE RIGHT TO DENY ANY COMPENSATION FOR OUTAGES OR DOWNTIMES EXPERIENCED, ALONG WITH ANY SUPPOSED OR KNOWN LOSSES DUE TO SUCH.