Service Level Agreement (SLA)

Last Updated: 1 May 2026

1. Introduction

This Service Level Agreement (SLA) outlines the availability commitments for the cloud computing services provided by Raff Technologies LLC and Dynamis Teknoloji Anonim Şirketi (collectively, "Raff Technologies", "we", "our", or "the Company"), including Virtual Machines, Block Storage (Volumes), Snapshots, Backups, and any future services we may launch. This SLA forms part of the overall agreement between the Company and you, the customer. In case of any conflict between this SLA and other agreements governing your use of our services, the terms of this SLA will prevail with respect to service availability and service credits.

2. Service Commitments

We commit to the following uptime percentages for each of our current services, measured on a monthly basis:

• Virtual Machines: 99.90% uptime per month
• Block Storage (Volumes): 99.90% uptime per month
• Snapshots: 99.90% uptime per month
• Backups: 99.90% uptime per month

For any new services launched in the future, specific uptime commitments will be defined at the time of launch and incorporated into this SLA.

3. Service Credits

If we fail to meet the uptime commitment for any service, you are eligible to receive service credits as compensation. Credits are calculated based on the Monthly Uptime Percentage for the affected service as follows:

Note: Service credits are capped at 100% of the monthly charges for the affected service in the given billing cycle. Service credits are not refundable and may only be applied against future charges. Service credits must be used within 12 months of issuance. Unused credits expire after this period or upon account termination, whichever occurs first.

4. Exclusions

This SLA does not apply to unavailability resulting from:

• Scheduled maintenance announced at least 24 hours in advance via email or platform notification
• Emergency security patches or critical maintenance requiring less than 10 minutes of downtime
• Errors or misuse of the services by you or your users
• Actions or inactions of you or your users, including failure to follow documented best practices
• Failures in customer-installed software, operating systems, or configurations
• DDoS attacks against customer instances or the platform
• Force majeure events, such as natural disasters, war, or acts of terrorism
• Issues beyond our reasonable control, including internet outages or third-party service failures
• Service unavailability for accounts with overdue payments, suspended accounts, or accounts in violation of the Terms of Service

5. Credit Request and Payment Procedures

To request service credits, you must contact our support team within 30 days of the incident in which the unavailability occurred. Your request must include:

• Details of the incident (date, time, and duration)
• The specific services affected

Upon validation of your request, service credits will be applied to your account in the following billing cycle.

6. Monitoring and Measurement

Raff Technologies' internal monitoring systems are the sole authoritative source for determining service availability and calculating uptime percentages. Downtime is measured as the period during which a service is completely inaccessible — that is, the service returns errors or does not respond to API or console requests for more than 5 consecutive minutes.

7. Definitions

The following terms are used throughout this SLA:

Monthly Uptime Percentage: Calculated as (Total minutes in the month - Unavailable minutes) / Total minutes in the month * 100%. This measures the percentage of time a service is available during a billing cycle, excluding any unavailability covered by the exclusions in Section 4.

Service Credit: A monetary credit in USD applied to your account with the Company.

Unavailability: When a service is not accessible or fails to respond as expected for more than 5 consecutive minutes.

8. Future Services

This SLA automatically applies to any new services we launch. Uptime commitments and service credit calculations for each new service will be defined at the time of its launch.

9. Limitation of Liability

Service credits outlined in this SLA are your sole and exclusive remedy for any failure to meet our uptime commitments. Under no circumstances shall Raff Technologies be liable for indirect, incidental, or consequential damages arising from service unavailability. Some jurisdictions may not allow the exclusion or limitation of certain liabilities; in such cases, our liability shall be limited to the maximum extent permitted by applicable law.

10. SLA Amendments

We may update this SLA from time to time. Changes will be posted at https://rafftechnologies.com/legal and will take effect 30 days after posting. Continued use of services after the effective date constitutes acceptance of the updated SLA.

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11. Contact Us

For questions about this SLA or to report a service availability issue:

• General inquiries: [email protected]
• Legal and privacy: [email protected]
• Technical support: [email protected]
• Abuse reports: [email protected]
• Website: https://rafftechnologies.com

Raff Technologies LLC

• 12410 Milestone Center Dr, Ste 600, Germantown, Maryland, 20876, United States

Dynamis Teknoloji Anonim Şirketi

• Beytepe Mah. 5399 Sk. No: 1 B İç Kapı No: 133 Çankaya/Ankara, Turkey
• Phone: +90 312 911 31 27
• MERSİS: 0323136402600001

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Last updated: 1 May 2026