Service Level Agreement (SLA)

1. Overview

This Service Level Agreement (“SLA”) defines the availability commitments and compensation terms for infrastructure services provided by RDPCORE DC LTD (“RDPCore”, “we”, “us”). This SLA forms part of our General Terms and Conditions.

We will use commercially reasonable efforts to meet the availability commitments described below, but do not guarantee uninterrupted or error-free service. Where we fail to meet these commitments, you may be eligible for service credits as described in this document.

2. Availability Commitments

2.1 Covered Services

This SLA applies to the following services:

2.2 How We Measure Availability

Availability is measured per individual service instance on a calendar month basis. All availability measurements and determinations are made solely by RDPCore’s internal monitoring systems, which shall be the definitive source for SLA calculations. A service is considered “unavailable” when it is unreachable or non-functional due to a cause within our reasonable control.

For VPS and hosting services, availability refers to network reachability and infrastructure availability (hypervisor, storage, network), not the functionality of customer-installed software, operating systems, or applications. If your server is reachable via our network but a service you installed (such as a web server or database) is not functioning, this does not constitute downtime under this SLA.

Monthly Availability Percentage is calculated as:

((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100

2.3 Services Not Covered

This SLA does not apply to:

• Domain name registration and DNS services (availability depends on third-party registries);
• DDoS mitigation (provided on a best-effort basis as stated in our Terms);
• Free services, beta features, or trial accounts;
• Services suspended or terminated due to non-payment or policy violation.

3. Exclusions

The following events do not count as downtime for the purposes of this SLA:

• Scheduled maintenance: Planned maintenance communicated at least forty-eight (48) hours in advance via email or our status page. We aim to schedule maintenance during low-traffic hours and to minimise duration.
• Emergency maintenance: Urgent maintenance required to address critical security vulnerabilities or prevent imminent service failure. We will provide as much advance notice as circumstances permit.
• Customer-caused issues: Downtime resulting from your actions, configurations, software, or content, including but not limited to resource exhaustion, misconfiguration, or self-inflicted security incidents.
• Force majeure: Events beyond our reasonable control as defined in our General Terms and Conditions (Section 13.4).
• Third-party failures: Failures of upstream providers, internet backbone, DNS infrastructure, or services not operated by RDPCore.
• DDoS attacks: Service disruption caused by DDoS attacks, including null-routing applied to protect network integrity and any indirect impact such as congestion or mitigation side effects.
• Colocation customer hardware: Failures of customer-owned equipment in our colocation facility. The SLA covers only our infrastructure (power, cooling, network connectivity), not your hardware. Brief power interruptions within redundancy tolerances (e.g., UPS failover) that do not result in sustained service outage are not considered downtime.

4. Service Credits

4.1 Eligibility

You are eligible for service credits only if the actual downtime within a calendar month exceeds the allowed downtime threshold for your service (i.e., availability falls below 99.5%). Credits are calculated based on the eligible downtime that exceeds the SLA threshold.

Credits will only be issued where total qualifying downtime exceeds sixty (60) minutes beyond the SLA threshold in a calendar month. Claims for downtime below this minimum will not be processed.

Downtime is calculated in full-minute increments. Partial minutes are rounded down.

4.2 Calculation

Service credits are calculated using the following formula:

Credit = (Actual downtime minutes − SLA threshold minutes) ÷ 60 × Hourly service rate

Where:

• Actual downtime minutes: Total minutes of qualifying downtime in the calendar month.
• SLA threshold minutes: The maximum allowed downtime before credits apply (~219 minutes for 99.5% in a 30-day month).
• Hourly service rate: Your monthly service fee divided by the number of hours in the billing month (typically 720 hours for a 30-day month).

4.3 Example

A VPS plan costing £20/month in a 30-day month:

• Hourly rate: £20 ÷ 720 = £0.0278/hour
• SLA threshold: 219 minutes (~3h 39m)
• Actual downtime: 400 minutes (~6h 40m)
• Eligible downtime: 400 − 219 = 181 minutes = 3.02 hours
• Credit: 3.02 × £0.0278 = £0.08

4.4 Maximum Credit

Under no circumstances shall the total service credits for any single calendar month exceed 50% of the monthly recurring charge for the affected service, regardless of the number of separate incidents or the total duration of downtime. Service credits described in this SLA are your sole and exclusive remedy for any service availability issues, and no other compensation, refund, or damages shall be provided.

4.5 Credit Form

Service credits are issued as account credit applied toward future invoices. Credits are not paid out as cash refunds, bank transfers, or any other monetary form. Credits have no cash value and expire twelve (12) months after issuance if unused.

5. How to Claim

5.1 Process

To request a service credit, you must submit a support ticket within thirty (30) days of the end of the calendar month in which the downtime occurred. Claims submitted after this period will not be accepted under any circumstances. Your request must include:

• The affected service(s) and their identifiers;
• The date(s) and approximate time(s) of the downtime;
• A brief description of the impact experienced.

5.2 Verification

We will verify the claim against our internal monitoring data. If our records confirm that the SLA threshold was exceeded due to a qualifying event, we will apply the credit to your account within fourteen (14) days of approval.

If we determine that the downtime was caused by an excluded event (Section 3), or that the SLA threshold was not exceeded, we will inform you of our decision with a brief explanation.

5.3 Disputes

If you disagree with our determination, you may request a review by providing additional evidence (such as third-party monitoring logs). We will review such requests in good faith.

6. Limitations

• Service credits are your sole and exclusive remedy for any failure to meet the SLA. This SLA does not entitle you to any refund, termination right, or other compensation beyond the credits described herein, and no other damages or claims shall arise from availability failures.
• Credits cannot be transferred between accounts or services.
• You must be in good standing (no overdue invoices, no active policy violations, no pending chargebacks, disputes, or abuse investigations) to be eligible for credits.
• This SLA does not modify or override the limitation of liability provisions in our General Terms and Conditions.

7. Status Page and Communication

We maintain a public status page where you can view real-time and historical service status, ongoing incidents, and scheduled maintenance windows. We will communicate service disruptions through:

• Our public status page;
• Email notifications to affected customers (where the scope of impact is identifiable);
• Updates within active support tickets related to the incident.

We aim to acknowledge incidents on our status page within thirty (30) minutes of detection and to provide regular updates until resolution. Status page information is provided for informational purposes only and does not constitute a binding record for SLA calculations.

8. Changes to This SLA

We may update this SLA from time to time. Changes that reduce the availability commitment or increase the credit claim threshold will be communicated at least thirty (30) days in advance and will not apply retroactively to the current billing period. Improvements to the SLA (higher availability commitments or more generous credits) may take effect immediately.

9. Contact

For SLA credit claims or questions about this agreement:

• Support: support@rdpcore.com
• Subject line: “SLA Credit Request — [Service ID] — [Month/Year]”