Service level commitment
Who this is for. Anyone holding a paid licence (Personal, Teacher, School or Trilogy). Free use is not covered by this commitment — the games remain free and unmetered for everyone.
What is committed
A monthly availability target of 99.5%, measured per calendar month across the three sites. 99.5% allows roughly 3 hours 40 minutes of unavailability per month.
"Available" means the site loads and a game can be started. Because every game runs entirely in the browser, a game already open on a device continues to work even if this site is unreachable.
How it is measured
By an independent, external monitor that checks the three sites at regular intervals from outside our own infrastructure. The monthly figure is the share of successful checks. Planned maintenance announced at least 48 hours in advance is excluded, and is kept under one hour per month.
The remedy if the target is missed
Your licence period is extended, free of charge, in proportion to the shortfall. For each full percentage point below 99.5% in a month, the licence is extended by three days; a shortfall below 95% in a month extends it by a full month. The extension is applied automatically on request to hello@huekle.com, and no licence key needs to be reissued.
We chose service extension rather than a cash credit deliberately: it keeps the remedy simple, it is immediate, and it does not require you to raise an invoice or a refund request through your finance department.
What is not committed
Availability of third-party services outside our control (payment processing, network providers, your own connectivity). Loss of these does not stop the games themselves, which are static pages served from a content network and run in the browser.
Relationship to the Terms of Use
Where the general Terms of Use disclaim warranties and reserve the right to discontinue the service, this commitment takes precedence for paid licences, together with the continuity commitment.