SLA & Support

· Effective January 1, 2026

Support that scales
with your players

Every Theymes plan includes platform monitoring and email support. Upgrade your support tier for faster response times, dedicated account management, and proactive services.

View live uptime

Starter

Included

with all paid plans

Min. term: —

Growth

From 500 €/month

or 8% of monthly spend

Min. term: 1 month

Scale

From 1,500 €/month

or 10% of monthly spend

Min. term: 6 months

Enterprise

Custom

Contact sales

Min. term: 12 months

	Starter	Growth	Scale	Enterprise
Support Coverage
Support availability	Business hours	Extended hours	24/5	24/7/365
Support channels	Email	Email + Chat + Slack	Email + Chat + Slack	Email + Chat + Slack + Phone
Shared Slack channel	—			Direct to core team
Technical phone escalation	—	—	—
Service credit eligibility	—
Account Management
Onboarding support	Self-serve	Guided	Hands-on	Hands-on
Technical Account Manager	—	—	Named TAM	Named TAM
Business reviews	—	—	Annual	Quarterly
Proactive Services
Platform health checks	—	L1	L1, L2	L1, L2, L3
Integration review & planning	—	—	Included	Included
Disaster recovery planning	—	—	Best practices	Custom DR plan
Custom incident RCA	—	—	—

L1 = Static analysis of services · L2 = Signal detection in logs & metrics · L3 = Architectural review

Initial response times by case severity. Response times reflect when our support team begins working on a case.

Severity	Starter	Growth	Scale	Enterprise
P4 — Low General guidance, no service impact	Next business day	Next business day	24 hours	24 hours
P3 — Medium Service impacted, workaround available	Next business day	12 hours	8 hours	4 hours
P2 — High Production severely impacted	Next business day	8 hours	2 hours	1 hour
P1 — Critical Business-critical system down	Next business day	4 hours	1 hour	30 minutes

Standard Support

Standard Support is available during business hours: Monday to Friday, 09:00–17:00 EET, excluding Finnish public holidays. Support can be provided through Slack, Email, or Phone. Theymes guarantees to respond and begin investigating reported issues no later than the next business day.

Service Availability

Theymes shall use commercially reasonable efforts to ensure that the Service is available 99.5% of the time, measured monthly, excluding scheduled maintenance and force majeure events ("Service Availability").

Scheduled maintenance shall be notified to the Customer at least 48 hours in advance and shall not exceed 4 hours per month.

Definitions

"Service Availability" means the percentage of time the Service is available during a calendar month, measured as total minutes in the month minus aggregate minutes of Downtime, divided by total minutes in the month. Excludes scheduled maintenance and force majeure events.

"Downtime" means a period of time when the Service is unavailable or has no external connectivity, excluding scheduled maintenance windows.

"Scheduled Maintenance" means planned maintenance windows notified to the Customer at least 48 hours in advance. Scheduled maintenance shall not exceed 4 hours per calendar month.

"Business Hours" means Monday to Friday, 09:00–17:00 EET, excluding Finnish public holidays.

"Service Fee" means the monthly fee charged to the Customer for the applicable Service tier.

Service Credits

In the event that Service Availability falls below the agreed threshold in any given calendar month, the Customer shall be entitled, as its sole and exclusive remedy, to claim a service credit equal to 5% of the monthly Service Fee for each full 1% below the SLA threshold, up to a maximum of 25% of the monthly Service Fee.

Service credits must be claimed in writing within 30 days of the end of the month in which the downtime occurred. Service credits shall be applied to future invoices and shall not be refundable in cash.

Credit Schedule

Availability below 99.5% 5% of monthly fee

Availability below 98.5% 10% of monthly fee

Availability below 97.5% 15% of monthly fee

Availability below 96.5% 20% of monthly fee

Availability below 95.5% 25% of monthly fee (max)

Exemptions

The following events shall not be taken into account when calculating Service Availability:

1. Scheduled maintenance, notified at least 48 hours in advance and not exceeding 4 hours per calendar month.

2. Downtime caused by factors outside of Theymes' reasonable control, including force majeure events and hostile actions by third parties such as denial-of-service attacks.

3. Customer-generated service load (network requests, client queries, storage usage) that exceeds the resource-based capabilities of the given service plan level.

4. Failures or termination of virtual machines or related services by subcontractors or subprocessors used by Theymes to implement the Service.

5. Customer modification or termination of critical resources (including operating credentials, networking, or infrastructure) utilized by Theymes to provide the Service.

Need a custom SLA?

Enterprise customers can negotiate custom uptime commitments, response time guarantees, and dedicated support structures.

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Support that scaleswith your players