Service Level Agreement (legal)
app.rafftechnologies.com/legal#service-level-agreement
Status page
rafftechnologies.com/status
Uptime commitment
Raff Technologies guarantees 99.90% monthly uptime for Virtual Machines. The same 99.90% commitment applies to:| Service | Monthly uptime |
|---|---|
| Virtual Machines | 99.90% |
| Block Storage (Volumes) | 99.90% |
| Snapshots | 99.90% |
| Backups | 99.90% |
(total minutes in the month - unavailable minutes) / total minutes × 100%.
Unavailability means the service is completely inaccessible — returns errors or doesn’t respond to API or console requests — for more than 5 consecutive minutes. The status page is the authoritative source for measurement.
Service credit schedule
If monthly uptime falls below 99.90%, you become eligible for a service credit on the affected service:| Monthly uptime | Service credit |
|---|---|
| 99.90% — 99.0% | 10% of that service’s monthly charges |
| 99.0% — 95.0% | 25% of that service’s monthly charges |
| Below 95.0% | 100% of that service’s monthly charges |
- Capped at 100% of the affected service’s monthly charges for the billing cycle.
- Not refundable to your card — credits apply against future charges only.
- Expire after 12 months from issuance, or on account termination, whichever comes first.
- Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
What’s excluded
The 99.90% commitment does not apply when unavailability is caused by:- Scheduled maintenance announced at least 24 hours in advance by email or platform notification
- Emergency security patches or critical maintenance requiring less than 10 minutes of downtime
- Customer error or misuse of the service
- Failures in customer-installed software, OS, or configuration
- DDoS attacks against your VM or the platform
- Force majeure (natural disasters, war, terrorism)
- Internet outages or third-party service failures beyond Raff’s reasonable control
- Accounts with overdue payments, suspended accounts, or accounts in violation of the Terms of Service
How to claim a credit
- Within 30 days of the incident, contact support@rafftechnologies.com.
- Include:
- Date, time, and duration of the unavailability
- The specific service(s) affected (e.g. Virtual Machines)
- Your account ID
- After validation, the service credit appears on your account in the next billing cycle.
Related
Features & limits
What’s included on every VM.
Pricing
Monthly charges that drive the credit calculation.