Service Level Agreement (SLA)

This SLA defines the service quality targets for Shared Hosting and VPS services provided by Ramen Domains.

This document applies from service activation until termination and supplements the main public offer/agreement.

• P1 Critical (full outage): first response within 30 minutes.
• P2 High (major degradation): first response within 2 hours.
• P3 Medium (partial issue): first response within 8 hours.
• P4 Low (non-critical request): first response within 24 hours.

Simple formula:

Example: 43,200 minutes in a month and 43 minutes downtime gives ((43,200 - 43) / 43,200) x 100% = 99.90%.

• Credits are issued only to your internal account balance.
• Credits are not paid out in cash.
• Credits are non-refundable and cannot be withdrawn.
• Credits can be used only for future service renewals.
• Unused credits may be carried over to the next calendar year.

Credit amount per service per month:

• Uptime below target but >= 99.0%: 10% of monthly fee.
• Uptime below 99.0% but >= 95.0%: 25% of monthly fee.
• Uptime below 95.0%: 50% of monthly fee (maximum monthly credit).

• Submit an SLA credit claim via ticket within 7 calendar days after month-end.
• Review period: up to 10 business days.
• Approved credits are applied within 5 business days.
• Dispute limitation period for incidents: 30 calendar days from the incident date.

• Scheduled maintenance announced at least 24 hours in advance.
• Force majeure, upstream transit failures, and large-scale attacks outside reasonable provider control.
• Client-side issues: misconfiguration, insecure software, compromised credentials, or deleted data.
• Restrictions caused by AUP violations, legal requirements, or abuse complaints.

Ramen Domains may update this SLA when technologies or operating processes change.

Current version is published at https://ramendomains.name/sla.php and normally takes effect after 10 calendar days.