Service level agreement
The enterprise SLA, in plain words
Every RyzenRDP Enterprise dedicated server is covered by a 100% uptime SLA, with a clear schedule of service credits if we miss it. We would rather commit in writing to the uptime we control, with the numbers spelled out, than advertise a figure we cannot stand behind. Here is exactly how it works.
- 100% uptime SLA
- Credit-backed
- Compute & network
- Claim within 30 days
What's covered
What the SLA covers
The 100% uptime commitment applies to each eligible server, in each region, separately, and covers the two things we are responsible for:
- Compute. Your dedicated server and its local NVMe storage.
- Network. Our routing and your public IPv4 connectivity, up to our network edge.
If an eligible server is unreachable from the public internet at our network edge, or its host has failed, because of a failure we are responsible for, that time is qualifying downtime and earns a service credit.
The credit schedule
The service-credit schedule
Credit is a percentage of the affected server's monthly-equivalent fee — one-twelfth of its annual fee — and applies to that server only, based on the total qualifying downtime in a calendar month.
| Qualifying downtime in a month | Service credit |
|---|---|
| Up to 30 minutes | 5% |
| More than 30 minutes, up to 4 hours | 10% |
| More than 4 hours, up to 8 hours | 25% |
| More than 8 hours | 50% |
How credits work
How credits work
- A clear cap. The most we credit is 100% of that server's monthly-equivalent fee in a calendar month.
- Applied to your account. Credits go toward a future invoice or eligible service charges; they are not cash or card refunds.
- Your remedy. Service credits are the sole remedy for missed uptime, to the extent the law allows.
- Good standing. To qualify you must be current on payments and not in breach of the Terms or Acceptable Use Policy.
Measurement
How uptime is measured
Uptime is measured per server, per calendar month, using our own monitoring at the network edge:
Uptime % = (total minutes in the month − qualifying downtime minutes) ÷ total minutes in the month × 100
Downtime is counted in whole minutes, from when our monitoring first detects an outage until the service is restored.
Exclusions
What the SLA does not cover
So the commitment stays honest, qualifying downtime does not include:
- Scheduled maintenance announced at least 24 hours ahead, and emergency maintenance to protect the platform or address urgent security issues.
- Customer-caused issues — your configuration, software, firewall, or usage beyond your plan.
- Your ISP, external networks, or DNS you manage.
- Suspension under the Terms of Service or Acceptable Use Policy, and periods of non-payment.
- Force majeure and other events outside our reasonable control.
Making a claim
How to claim a credit
Tell us within 30 days
Open a support ticket through the console, or email us, within 30 days of the downtime.
Include the details
Give your account details, the affected server, and the outage dates and times.
We review and credit
We check the request against our monitoring records and, if approved, apply the credit to a future invoice or eligible service charges.
The binding terms are in your agreement
This page explains the SLA in plain language. The precise, binding terms — definitions, measurement, the credit schedule, exclusions and how to claim — are set out in the service agreement for your server, which we provide with your quote. If anything here and the agreement differ, the agreement governs.
SLA FAQ
Does RyzenRDP offer an uptime SLA?
Yes, on enterprise dedicated servers. Each one carries a 100% uptime SLA covering your server and its network connectivity, with a clear service-credit schedule if we miss it. The standard VPS and RDP plans are not sold with a published uptime figure.
How much service credit do I get for downtime?
Credit is a percentage of the affected server's monthly-equivalent fee, by total qualifying downtime in a calendar month: 5% up to 30 minutes, 10% up to 4 hours, 25% up to 8 hours, and 50% beyond 8 hours. The most we credit in a month is 100% of that server's monthly-equivalent fee.
What does the SLA cover?
Two things we control: compute — your dedicated server and its local NVMe storage — and network — our routing and your public IPv4 connectivity up to our network edge. It does not cover your own operating system, software, configuration or external networks.
How is uptime measured?
Per server, per calendar month, using our monitoring at the network edge. Uptime % equals total minutes in the month minus qualifying downtime minutes, divided by total minutes, times 100. Downtime is counted in whole minutes from detection to restoration.
How do I claim a credit?
Open a support ticket through the console or email us within 30 days of the downtime, with your account, the affected server and the outage times. We review it against our monitoring and apply any approved credit to a future invoice.
Questions about the SLA?
Ask us anything about the terms before you commit — we will walk you through the agreement.