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 Hosting99.9% uptime
Dedicated Servers99.9% uptime
Network Infrastructure99.9% 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 downtime10% credit
4-12 hours downtime25% credit
12+ hours downtime50% 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.