Rack-Point • Service Level Agreement

1. Service Commitment

Rack-Point is committed to providing a high level of service availability for our hosting services. We offer different service level commitments based on the type of service you have purchased:

Service Type	Monthly Uptime Percentage	Service Credit
Dedicated Servers	99.99%	See Section 2
VPS Hosting	99.95%	See Section 2
Game Servers	99.95%	See Section 2
Web Hosting	99.9%	See Section 2

"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the service was unavailable. Monthly Uptime Percentage measurements exclude downtime resulting from:

Scheduled maintenance for which we provide at least 48 hours advance notice
Customer-caused or third-party-caused outages or disruptions
Outages or disruptions attributable to force majeure events
Service suspensions or terminations in accordance with our Terms of Service

2. Service Credits

If we fail to meet the Monthly Uptime Percentage for your service, you may be eligible for a Service Credit according to the following table:

Monthly Uptime Percentage	Service Credit Percentage
Less than the committed uptime but ≥ 99.0%	10% of monthly service fee
Less than 99.0% but ≥ 95.0%	25% of monthly service fee
Less than 95.0%	50% of monthly service fee

Service Credits are calculated as a percentage of the monthly service fee for the affected service that did not meet the Monthly Uptime Percentage.

3. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by following these steps:

Submit a support ticket through your client portal or by emailing [email protected]
Include "SLA Credit Request" in the subject line
Include the dates and times of the unavailability of your service
Include your account information and the affected service(s)
Include any documentation that supports your claim

To be eligible for a Service Credit, you must:

Submit your credit request within 30 days of the end of the month in which the unavailability occurred
Be in good standing with all payments and other obligations under our Terms of Service

We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. If we determine that a Service Credit is owed, we will apply the Service Credit to your next billing cycle.

4. SLA Exclusions

This SLA does not apply to any:

Features or services designated as "beta," "preview," "pre-release," or similar
Issues resulting from your actions or inactions, or those of any third party
Issues resulting from your equipment, software, or other technology
Issues resulting from failures or fluctuations in electrical, connectivity, network, or telecommunications equipment or lines due to your conduct or circumstances outside our reasonable control
Unavailability caused by scheduled maintenance for which we provided at least 48 hours advance notice
Unavailability caused by usage that exceeds the service quotas or that results from throttling due to misuse
Unavailability caused by factors outside our reasonable control, including force majeure events

5. Definitions

The following definitions apply to this SLA:

"Unavailable" or "Unavailability" means that your service is not accessible due to our infrastructure and is not responding to connection attempts.
"Monthly Uptime Percentage" means the total number of minutes in a month, minus the number of minutes the service is Unavailable during that month, divided by the total number of minutes in that month.
"Service Credit" means a credit applied to your account calculated as a percentage of the monthly service fee for the affected service.
"Scheduled Maintenance" means maintenance that is announced at least 48 hours in advance.

6. Sole Remedy

Service Credits are your sole and exclusive remedy for any failure by Rack-Point to meet the service levels specified in this SLA. In no event will the total Service Credits awarded in any calendar month exceed 50% of the monthly service fee for the affected service.

7. Changes to this SLA

We may update this SLA from time to time. We will post the updated SLA on our website and update the "Last Updated" date at the top of this SLA. Your continued use of our services after the effective date of the updated SLA constitutes your acceptance of the updated SLA.

For material changes to this SLA, we will make reasonable efforts to notify you, such as by sending an email to the email address associated with your account or by displaying a prominent notice on our website.

8. Contact Information

If you have any questions about this SLA, please contact us at:

Rack-Point Support Team

Email: [email protected]

Service Level Agreement (SLA)