Service Level Agreement
Last Updated: July 1st, 2025
Our Commitment RAVNIX is committed to providing reliable, high-performance hosting services. This Service Level Agreement outlines our uptime guarantees, response times, and the remedies available if we fail to meet these commitments.
- 99.9%Network Uptime
- Monthly uptime guarantee
- 8 HoursSupport Response
- Maximum response time Response terms
- 24/7Monitoring
- Continuous infrastructure monitoring
Uptime Guarantees
- VPS Hosting
- 99.9% uptime
- Dedicated Servers
- 99.9% uptime
- Network Infrastructure
- 99.9% uptime
Support Response Times
- 8 HoursMaximum Response Time
-
For all support requests and technical issues
Our technical support team responds to all tickets within 8 hours during business hours. Critical infrastructure issues receive priority handling.
Service Credits
| Downtime | Service credit |
|---|---|
| 1-4 hours downtime | 10% credit |
| 4-12 hours downtime | 25% credit |
| 12+ hours downtime | 50% credit |
Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance (with 24-hour notice)
- Customer-caused issues or misconfigurations
- Third-party service failures beyond our control
- Force majeure events
- DDoS attacks or other malicious activities
- Suspension due to policy violations
Claiming Credits
To claim service credits, contact our support team within 30 days of the qualifying downtime with details of the outage. Credits will be applied to your next billing cycle and cannot exceed 100% of your monthly service fee.