> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rafftechnologies.com/llms.txt
> Use this file to discover all available pages before exploring further.
# SLA
> Uptime commitment, service credit schedule, and how to claim for Virtual Machines on the Raff Platform
Updated May 8, 2026
This page summarizes the Raff Service Level Agreement as it applies to Virtual Machines. The full, legally binding SLA is published at:
app.rafftechnologies.com/legal#service-level-agreement
Live availability for every covered service is recorded automatically at:
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% |
Uptime is calculated as `(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 |
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
* **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
1. **Within 30 days** of the incident, contact [support@rafftechnologies.com](mailto:support@rafftechnologies.com).
2. Include:
* Date, time, and duration of the unavailability
* The specific service(s) affected (e.g. Virtual Machines)
* 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](https://rafftechnologies.com/status) records every incident automatically — referencing the relevant entry in your request speeds up validation.
## Related
What's included on every VM.
Monthly charges that drive the credit calculation.