This SLA applies to paid Windows RDP, Ubuntu RDP and private VPN services.
| Monthly availability | Credit of monthly service fee |
|---|---|
| >= 99.9% | 0% |
| 99.0% - 99.9% | 5% |
| 95.0% - 99.0% | 15% |
| < 95.0% | 50% |
Credits are applied to the next invoice and must be requested via a billing ticket within 30 days of the incident.
| Priority | Self-managed | Assisted / Managed |
|---|---|---|
| Urgent service down | Best effort | 4 business hours |
| High degradation | 1 business day | 8 business hours |
| Normal request | 2 business days | 1 business day |
SLA credits do not apply to downtime caused by customer actions, wrong credentials, unsupported software changes, abuse enforcement, scheduled maintenance, force majeure, third-party network outages outside our control or services in provisioning state.
Planned maintenance is announced where practical. Emergency maintenance may happen without advance notice when required to protect the platform.