Service Level Agreement

These commitments apply to all paid VPS and VPN plans on the date of purchase or renewal. Contact legal@redmutex.com for the binding contract version.

1. Uptime target

RiteClouds targets 99.9% monthly availability for VPS and VPN services, measured at the network edge (excluding scheduled maintenance announced at least 72 hours in advance via our status page).

2. Support response

Critical (service down): < 1h business hours, < 4h off-hours.
High (degraded): < 4h business hours, < 12h off-hours.
Normal: < 1 business day.
Security / abuse reports: < 24h.

3. Service credits

If monthly uptime falls below the target, account credits apply on the following ladder, requested by ticket within 30 days of the incident:

< 99.9% and ≥ 99.0% — 10% credit
< 99.0% and ≥ 95.0% — 25% credit
< 95.0% — 50% credit

4. Exclusions

This SLA does not cover downtime caused by:

Scheduled maintenance announced ≥ 72h in advance.
Customer-originated configuration error or resource exhaustion.
Force majeure or upstream transit provider outages.
Abuse / acceptable-use violations triggering suspension.

5. Status & reporting

Live status is published at our status page. Post-incident reports for any sustained customer-impacting outage are published within 5 business days.

6. Contact

Questions about this SLA: support@redmutex.com.