Service Promise

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 Hours

Support Response

Maximum response time

24/7

Monitoring

Continuous infrastructure monitoring

Uptime Guarantees

VPS Hosting

99.9% uptime

Dedicated Servers

99.9% uptime

Network Infrastructure

99.9% uptime

Support Response Times

8 Hours

Maximum 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

If we experience downtime that affects your service, you may be eligible for service credits based on the duration:

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.