Service Level Agreement (SLA)
Last Updated :
23-April-2025
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, Database Services, Object Storage, 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
Database Services: 99.90% uptime per month
Object Storage: 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 as follows:
For each full hour of unavailability beyond the committed uptime, you will receive a service credit equal to 100% of the hourly rate charged for the affected service. Partial hours of unavailability will only be credited if a continuous outage exceeds 30 minutes.
Note: Service credits are capped at 100% of the monthly charges for the affected service in the given billing cycle.
4. Exclusions
This SLA does not apply to unavailability resulting from:
Scheduled maintenance announced at least 24 hours in advance
Errors or misuse of the services by you or your users
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
5. Credit Request and Payment Procedures
To request service credits, you must contact our support team within 30 days of the end of the billing cycle 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. Definitions
The following terms are used throughout this SLA:
Monthly Uptime: 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.
7. 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.
Where the disclosure of your personal information is solely subject to Australian privacy laws, you acknowledge that some third parties may not be regulated by the Privacy Act and the Australian Privacy Principles in the Privacy Act. You acknowledge that if any such third party engages in any act or practice that contravenes the Australian Privacy Principles, it would not be accountable under the Privacy Act, and you will not be able to seek redress under the Privacy Act.
8. 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.
9. Data Privacy (Applicable to Australian Users)
Where your personal information is subject to Australian privacy laws, you acknowledge that certain third-party providers used by Raff Technologies may not be regulated by the Privacy Act 1988 or the Australian Privacy Principles. In such cases, these third parties may not be legally accountable under the Act, and you may not have legal recourse under Australian law for any contravention. This clause only applies where Australian privacy laws are applicable.