Skip to main content
Updated October 27, 2026 This page summarizes the Raff Service Level Agreement across platform services. The full, legally binding SLA is published at:

Service Level Agreement (legal)

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

Status page

rafftechnologies.com/status

​
Uptime commitment

Raff Technologies guarantees 99.90% monthly uptime for every Raff product, except Cost-Optimized virtual machines. Uptime is calculated as (total minutes in the month - unavailable minutes) / total minutes × 100%. Cost-Optimized virtual machines have no uptime commitment: each runs on one node’s local disk, so a node repair takes it offline until the node is back. Their backups are kept off the node. High availability (Kubernetes HA, database HA) does not change the commitment; it keeps your service running through a node failure, so it is the right choice for production. Free plans, such as the free database, are covered, but have no monthly charge to credit. Workloads, Ingress resources, database queries and schema, and your app’s own code are yours and outside the SLA. 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: 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.

​
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

​
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 October 27, 2026