Legal
Service level agreement
Effective 16 October 2026
1. Our commitment
RMDHost provides a 100% Network Uptime SLA. Our network is built to keep your service reachable at all times. If network downtime affects your service, you are entitled to a service credit under this agreement. This Service Level Agreement (SLA) forms part of our Terms of Service.
2. Covered services
This SLA covers active, paid services in good standing: Linux, Windows, SSD, Cloud and Lightsail VPS; dedicated servers, including instant dedicated servers; game servers; edge servers; and OwnCloud storage servers. Services marked Coming Soon, trials and free services are not covered until they are paid and active.
3. What counts as network downtime
Network downtime is a period when the public IP address of your service cannot send or receive traffic because of a fault in the RMDHost network: our routers, switches, uplinks, power or cooling. Downtime starts when our monitoring detects the fault or you report it, whichever is earlier, and ends when connectivity is restored. Problems inside your server, such as the operating system, applications or firewall rules, are not network downtime.
4. Service credits
For each network downtime incident, you receive a credit worth a percentage of the monthly fee of the affected service:
| Network downtime in one incident | Service credit |
|---|---|
| Up to 15 minutes | 5% of the monthly fee |
| 15 minutes to 1 hour | 10% of the monthly fee |
| 1 to 4 hours | 25% of the monthly fee |
| 4 to 12 hours | 50% of the monthly fee |
| More than 12 hours | 100% of the monthly fee |
Credits for all incidents in one calendar month are capped at 100% of that month’s fee for the affected service.
5. Exclusions
No credit is due for downtime caused by: scheduled maintenance announced at least 72 hours in advance; emergency maintenance needed to fix a security vulnerability; your own actions or software, including misconfiguration, reboots and resource exhaustion; hardware failure inside a dedicated server (hardware is replaced as quickly as possible and handled separately); suspension under our Terms of Service or Acceptable Use Policy; null-routing needed to protect our network from an attack aimed at it rather than at your service; problems on networks outside our control, such as your users’ internet providers; or events beyond our reasonable control (force majeure).
6. How to claim a credit
Open a support ticket or email [email protected] within 14 days of the incident. Include the service ID, the affected IP address, the start and end time of the downtime with timezone, and any evidence such as monitoring alerts, ping or MTR results. Never include passwords. We check the claim against our network monitoring and reply within 5 working days.
7. How credits are paid
Approved credits are added to your account balance and used against your next invoice for the affected service. Credits are not paid in cash and cannot be transferred. If you cancel the service, unused credits expire. Service credits are your sole remedy for network downtime under this SLA, without affecting any rights you have by law.
8. Maintenance and status updates
We plan maintenance to avoid busy hours and announce scheduled work at least 72 hours in advance by email. Live service health is shown on our network status page.
9. Related documents and changes
Read this SLA with our Terms of Service, Acceptable Use Policy and DDoS protection details. We may update this SLA from time to time; changes do not reduce the credit for an incident that happened before the change.