Service Level Agreement

This SLA applies to every RDPForge instance on an active, paid service.

The commitment

We commit to 99.9% availability per instance per calendar month. In a 30-day month, 0.1% corresponds to 43 minutes and 12 seconds. This contractual commitment is separate from measured historical uptime.

How availability is measured

For this SLA, an instance is unavailable when it fails ICMP and TCP reachability checks from at least three of four external probe locations for two consecutive one-minute intervals, and the cause lies within our infrastructure. Provide the affected service, timing and relevant evidence when reporting an incident.

Partial degradation — elevated latency or packet loss above 2% sustained for more than 15 minutes — counts as unavailability at 25% weighting.

Credit schedule

Monthly availability	Downtime in a 30-day month	Credit
99.9% – 100%	up to 43 m	None
99.5% – 99.89%	43 m – 3 h 36 m	10% of the monthly fee
99.0% – 99.49%	3 h 36 m – 7 h 12 m	25%
95.0% – 98.99%	7 h 12 m – 36 h	50%
Below 95.0%	more than 36 h	100% of the monthly fee

Credits apply to the affected instance only, are calculated on its effective monthly rate, and are capped at 100% of one month's fee per calendar month.

Automatic application

Eligible credits are applied automatically against the next invoice under this policy. They apply to the affected instance and the credit limits below; contact support with the service and incident details if an expected credit is missing.

Exclusions

The commitment does not cover unavailability caused by:

• Your own configuration — a firewall rule, a failed service, a full disk, a broken kernel upgrade, or an OS that will not boot after your change.
• Scheduled maintenance announced at least 72 hours in advance. We aim for under 4 hours of announced maintenance per instance per year.
• Suspension for non-payment or AUP violation.
• Attacks against your instance that exceed our mitigation capacity, or that require a temporary null-route to protect other customers.
• Force majeure — natural disaster, war, government action, or a facility-level failure entirely outside our control and outside the facility operator's own SLA.

Network latency commitment

We commit to sub-1% packet loss and stable latency within each region's normal baseline. Sustained deviation caused by our network or our transit selection is treated as degradation under the schedule above. Latency between your location and our datacenter over networks we do not control is outside this commitment ; confirm an appropriate test endpoint with support before buying.

Sole remedy

Service credits are the sole and exclusive remedy for unavailability. This does not limit your rights under the refund policy or any right that cannot lawfully be excluded.