1. Uptime Guarantee
RDKREVENUE guarantees 99.9% network availability for eligible shared hosting, VPS, and dedicated server services, measured monthly. Network availability means the ability for packets to enter and leave our network infrastructure, excluding listed limitations and exclusions.
2. Service Credits
If monthly network availability falls below the stated threshold for an eligible service, you may qualify for a service credit according to the table below.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% - 100% | No credit |
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
3. Claiming Credits
Submit a support ticket within 30 days of the incident. Include the affected service, date and time range, observed impact, traceroutes or logs if available, and any communication from our team. Approved credits are applied to your account and are not cash refunds.
4. Scheduled Maintenance
Scheduled maintenance is excluded from uptime calculations when reasonable notice is provided. We aim to perform maintenance during low-traffic windows and communicate expected impact when possible.
5. Exclusions
This SLA does not apply to downtime caused by customer actions, customer software, misconfiguration, DNS or registrar issues outside our control, third-party providers, emergency maintenance, force majeure events, attacks exceeding mitigation capacity, law-enforcement actions, or violations of our Terms or Acceptable Use Policy.
6. Monitoring and Status
We monitor infrastructure using internal and external systems. Public status updates are available on our System Status page when an incident affects multiple customers or core infrastructure.