Service Level Agreement (SLA)
Professional-grade reliability for your digital infrastructure.
Last updated: 13/06/2026
1. Service Commitment (99.1%)
RHQ Network is committed to providing a reliable and high-performance environment for our clients. We guarantee a monthly uptime of 99.1% for all standard hosting services, including VPS, Game Hosting, and Dedicated Servers. This guarantee ensures that your business or community remains online with minimal disruption.
2. Uptime Calculation
Uptime is defined as the total number of minutes in a calendar month minus the number of minutes of Service Downtime. Definitions: • Service Downtime: Period where the host server or network infrastructure is entirely unreachable from the public internet. • Measurement: Based on our internal monitoring systems and external status checks. • Percentage: Expressed as a portion of the total minutes in said calendar month.
3. Service Credit System
In the event that RHQ Network fails to meet the 99.1% uptime guarantee, clients may be eligible for Service Credits applied to their account balance. Compensation Tiers: • TIER 1 (99.0% - 99.1%): 5% Service Credit • TIER 2 (98.0% - 98.9%): 15% Service Credit • TIER 3 (Below 98.0%): 25% Service Credit Requests must be submitted via a formal support ticket within 7 days after the end of the affected calendar month.
4. SLA Exclusions
The SLA guarantee does not apply to interruptions caused by: General Exclusions: • Scheduled Maintenance (announced 24 hours in advance). • Emergency Maintenance required for critical security patches. • Client-originated issues (misconfigurations, software bugs, or resource abuse). Technical Exclusions: • DDoS attacks exceeding the capacity of the client's mitigation plan. • Force Majeure events or third-party outages (ISP failures, global routing issues).
5. High-Availability Colocation
Premium SLA tiers (99.9% and above) are strictly reserved for Colocation services and enterprise solutions. Enterprise Standards: • Established through individual legally binding contracts. • Includes specific hardware redundancy and specialized networking. • Enhanced penalty clauses tailored to mission-critical operations. Standard shared or virtualized services listed on the website are subject to the default 99.1% SLA.