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Updated August 22, 2026 This page summarizes the Raff Service Level Agreement across platform services. The full, legally binding SLA is published at:

Service Level Agreement (legal)

app.rafftechnologies.com/legal#service-level-agreement
Live availability for every covered service is recorded automatically at:

Status page

rafftechnologies.com/status

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Uptime commitment

Raff Technologies guarantees 99.90% monthly uptime for the services below. Uptime is calculated as (total minutes in the month - unavailable minutes) / total minutes × 100%.

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Managed Kubernetes

  • Worker and storage nodes are Virtual Machines and carry the 99.90% VM commitment.
  • The managed endpoint and ingress path (public endpoint, load balancing, Kubernetes API reachability) carry the 99.90% commitment on clusters running the High Availability option, where the endpoint is a redundant gateway pair with automatic failover and the control plane runs 3 nodes.
  • On non-HA clusters the endpoint is a single managed instance: it is covered at the infrastructure (VM) level, without a separate endpoint-path commitment.
  • Workloads, Ingress resources, and add-on configuration inside the cluster are customer-managed and outside the SLA.

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Managed Databases

  • Instances with the High Availability option (replicated, automatic failover) carry the 99.90% commitment on the database endpoint.
  • Single-node instances are covered at the infrastructure (VM) level, without a separate endpoint commitment.
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.

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Service credit schedule

If monthly uptime falls below 99.90%, you become eligible for a service credit on the affected service: Notes on credits:
  • 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.

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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
  • Customer-managed workloads and configuration inside Managed Kubernetes clusters or Managed Databases (applications, Ingress resources, database queries and schema)
  • Third-party certificate authorities (e.g. Let’s Encrypt issuance delays)
  • DDoS attacks against your resources 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

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How to claim a credit

  1. Within 30 days of the incident, contact support@rafftechnologies.com.
  2. Include:
    • Date, time, and duration of the unavailability
    • The specific service(s) affected (e.g. Virtual Machines, Managed Kubernetes)
    • Your account ID
  3. After validation, the service credit appears on your account in the next billing cycle.
The status page at rafftechnologies.com/status records every incident automatically — referencing the relevant entry in your request speeds up validation.

Features & limits

What’s included on every VM.

Pricing

Monthly charges that drive the credit calculation.
Last modified on August 26, 2026