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.
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.
We may perform maintenance on any day between 02:00 and 04:00 CET. Maintenance within this window requires no separate advance notice — this published window is the notice. In practice we group planned work into Sunday nights and use the weekday window primarily for security patching, so that critical updates do not have to wait for the weekend. We may also perform maintenance outside this window where required for security or stability, with best-effort notice where practicable.
Class-day safeguard: we aim to avoid disruptive maintenance between 08:00 and 18:00 CET on weekdays during the European academic semester (September–December, February–June), where reasonably possible.
Maintenance periods are excluded from the availability target above.
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.
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.
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.