Service Level Agreement

Rackline guarantees 99.9% uptime for all production services on a monthly basis. Uptime is measured as the percentage of total minutes in a calendar month during which your resources are available and responsive. The 99.9% uptime guarantee means no more than 43.8 minutes of unplanned downtime per month. Uptime is calculated using the formula: Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100 We continuously monitor all infrastructure and services using both internal and third-party monitoring systems. Downtime begins when our monitoring systems detect an outage and ends when service is restored and verified.

Scheduled maintenance windows are excluded from uptime calculations. We perform routine maintenance to ensure the security, reliability, and performance of our infrastructure. Maintenance windows are scheduled during low-traffic periods, typically between 02:00 and 06:00 UTC on Sundays. We will provide at least 72 hours advance notice for standard maintenance and at least 7 days notice for maintenance that may cause extended downtime. Emergency maintenance may be performed with shorter notice when necessary to address critical security vulnerabilities or prevent imminent service degradation. We will notify affected users as soon as practicable in these situations.

If we fail to meet the 99.9% uptime guarantee in any calendar month, you are eligible for a credit refund applied to your account balance. Credit refunds are calculated based on the credits consumed by affected resources during the downtime period: 99.0% to 99.9% uptime — 10% credit refund of credits consumed by affected resources that month. 95.0% to 99.0% uptime — 25% credit refund of credits consumed by affected resources that month. 90.0% to 95.0% uptime — 50% credit refund of credits consumed by affected resources that month. Below 90.0% uptime — 100% credit refund of credits consumed by affected resources that month. Credit refunds are capped at 100% of the credits consumed by the affected resources during the billing period. Refunded credits are added back to your account balance and cannot be exchanged for cash or transferred to other accounts.

The uptime guarantee does not apply to downtime caused by the following: Scheduled maintenance windows as described in Section 2. Force majeure events, including natural disasters, wars, terrorism, government actions, pandemics, and other circumstances beyond our reasonable control. Issues caused by your applications, configurations, or third-party services not managed by Rackline. Network issues between your users and our data centers that are outside our network infrastructure. Actions or inactions by you or your authorized users, including misconfiguration, resource exhaustion due to your workloads, or security incidents originating from your account. Beta, preview, or free-tier services, which are provided without uptime guarantees. DDoS attacks or other malicious activity targeting your resources specifically.

To request a service credit, you must submit a claim within 30 days of the end of the month in which the downtime occurred. Claims may be submitted by contacting our support team at support@rackline.net with the following information: Your account identifier and the affected resources. The dates and times of the downtime events. A brief description of the impact on your services. We will review your claim and respond within 5 business days. If the claim is approved, the credit will be applied to your next billing cycle. We may request additional information or logs to verify the reported downtime. Credits cannot be claimed retroactively for months prior to the claim submission.

We provide tiered response time commitments based on your credit package: Starter Pack — Community support with email response within 24 business hours. Business hours are Monday through Friday, 09:00 to 18:00 UTC. Growth Pack — Priority email and chat support with initial response within 4 business hours. Access to phone support during business hours. Scale Pack — Dedicated support with initial response within 1 hour, 24/7. Assigned account manager and direct escalation path. Access to emergency on-call engineering team. Response times refer to the initial acknowledgment of your support request. Resolution times vary based on the complexity and severity of the issue. Critical incidents affecting production workloads are prioritized across all tiers.

For questions about this Service Level Agreement or to submit a credit claim, contact us at: Email: support@rackline.net Phone: +1 (415) 555-0192 Rackline, Inc. 548 Market Street, Suite 42 San Francisco, CA 94104 United States