Service Level Agreement

Our uptime commitments, maintenance policies, and service validity extension terms.

99.9%

Network Uptime SLA

< 4 hrs

Hardware Replacement

8AM-10PM

Support Availability

< 2 hrs

Critical Ticket Response

1. Scope

This Service Level Agreement ("SLA") applies to all RDPFlow RDP and VPN services. It defines our commitment to service availability and the remedies available if we fail to meet these commitments.

2. Network Uptime Guarantee

RDPFlow guarantees 99.9% network availability for all RDP and VPN instances. This applies to our core network infrastructure, including:

  • Network connectivity between your server and our network edge
  • Physical network infrastructure (switches, routers, cables)
  • Our upstream network connections

The calculation formula for monthly uptime is:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100

3. Exclusions

Downtime does not include scheduled maintenance or events beyond our control:

  • Scheduled maintenance (announced 24 hours in advance)
  • Emergency maintenance required for security patches
  • Issues caused by your actions or third-party software
  • Network issues beyond our control (upstream providers)
  • Force majeure events (natural disasters, etc.)
  • Denial of service attacks or other malicious activity

4. Service Credits

If we fail to meet our 99.9% uptime guarantee, you may be eligible for service credits:

Uptime Level Credit
99.0% - 99.89% 10% credit on next invoice
95.0% - 98.99% 25% credit on next invoice
Below 95% 50% credit on next invoice
No Monetary Compensation

RDPFlow does not issue monetary credits, refunds, or cash compensation. Service credits are applied to future invoices only.

5. Claim Process

To claim service credits:

  1. Submit a support ticket within 7 days of the incident
  2. Include the dates and times of the downtime
  3. Provide any relevant logs or evidence
  4. Our team will review and respond within 48 hours
Manual Claims Required

Service credits are never applied automatically. You must submit a ticket to claim credits.

6. Support Response Times

Our support team is committed to the following response times:

Priority Response Time
Critical < 2 hours
High < 4 hours
Medium < 8 hours
Low < 24 hours

7. Hardware Replacement

We guarantee replacement of failed hardware within 4 hours of detection. This includes:

  • Hard drives (HDD/SSD)
  • RAM modules
  • CPU units
  • Network cards
  • Power supplies

8. Validity Extensions

Service validity can be extended in certain circumstances:

  • Extended downtime events qualify for proportional extensions
  • You must request validity extension within 30 days of the incident
  • Extensions are applied manually by our billing team
No Automatic Extensions

Validity extensions are never applied automatically. You must contact support to request an extension.

9. Limitations

Service credits are limited to a maximum of one month's service fee per incident. Service credits cannot be combined or accumulated beyond this limit.

Questions?

If you have questions about our SLA Policy, please contact us at support@rdpflow.com