Service Level Description

Last updated: 2026-05-22 · v1.0

This page describes the operational expectations for The Beer Game platform operated by suPlay BV at beergame.suplay.nl. It is a transparency statement, not a contractually binding Service Level Agreement (SLA). Customers requiring a binding SLA can request one at info@suplay.nl.

Target availability

We aim for 99.5% monthly availability, excluding scheduled maintenance windows. The platform is built to fail safe: a deterministic, server-authoritative game engine that survives reconnection — a learner dropping their phone for a moment does not interrupt the chain.

Scheduled maintenance

Planned maintenance takes place outside Dutch business hours (Monday–Friday 09:00–17:00 CET/CEST), where reasonably possible. Non-trivial maintenance is announced at least 48 hours in advance via an in-app banner on the instructor dashboard.

Class-day safeguard: we deliberately avoid deployments between 08:00 and 18:00 CET on weekdays during the European academic semester (September–December, February–June) unless a security-critical patch is required.

Support

Email: info@suplay.nl
Best-effort response within one Dutch business day.
Critical incidents (platform unreachable during a scheduled class): best-effort acknowledgement within 2 hours if reported during Dutch business hours.
Instructors hosting a class can email info@suplay.nl with their session code and start time in advance — we will be on stand-by.

Backups and disaster recovery

Nightly encrypted database backups, retained on-site for 30 days.
Off-site encrypted copy (GPG-AES256) replicated daily to a separate EU region; retained 30 days daily, 12 months monthly archive.
Point-in-time recovery: restore to the most recent nightly backup, typically achievable within 4 hours.
Game data is intentionally short-lived — a single session is usually played and reviewed within a few hours. Backups primarily protect instructor accounts and historical CSV exports.

Status updates

A public status page may be introduced as the user base grows. Until then, incident updates are communicated by email to affected instructors. We monitor uptime externally and aim to detect outages before customers do.

Data retention

Sessions and chains in their finished state are retained in the instructor dashboard until the instructor deletes them or closes the account. Anonymous guest player aliases are deleted with the chain they belong to. See the Privacy Notice for full retention details.

Enterprise SLA

Institutional customers running courses with hundreds of students per semester may request a separate signed SLA with committed uptime, named support contacts, and priority response. Such an SLA, once signed, overrides this page for that customer.