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Service Level Agreement

Last updated: 1/11/2026

This Service Level Agreement ("SLA") defines the service commitments and remedies for Rivix Servers' hosting services. This SLA applies to all paid hosting plans.

1. Uptime Commitment

We commit to maintaining 99.9% uptime for our hosting infrastructure. Uptime is calculated monthly and excludes:

  • Scheduled maintenance windows (with advance notice)
  • Issues caused by user actions or misconfiguration
  • DDoS attacks or other external factors beyond our control
  • Issues with third-party services (game platforms, payment processors)
  • Force majeure events

2. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

  • 99.0% - 99.9% uptime: 10% service credit
  • 95.0% - 99.0% uptime: 25% service credit
  • Below 95.0% uptime: 50% service credit

Service credits will be applied to your next billing cycle. To request a credit, contact support within 30 days of the incident with details of the downtime.

3. Support Response Times

We commit to the following response times for support tickets:

  • Critical issues (service down): Response within 1 hour
  • High priority: Response within 4 hours
  • Standard priority: Response within 24 hours

Response times are measured during business hours (Monday-Friday, 9 AM - 5 PM EST). Response times may be longer outside business hours or during holidays.

4. Performance Standards

We commit to:

  • Providing the allocated CPU and RAM resources as specified in your plan
  • Maintaining network latency under 50ms within North America
  • Ensuring server provisioning within 15 minutes of payment

5. Maintenance Windows

Scheduled maintenance will be performed during low-traffic periods. We will provide at least 48 hours advance notice for planned maintenance that may cause service interruption. Emergency maintenance may be performed without prior notice but will be communicated as soon as possible.

6. Monitoring and Status

We monitor our infrastructure 24/7. Service status updates are available on our status page at status.rivixservers.com. We will update the status page during incidents and maintenance.

7. Data Backup

While we may offer backup services on certain plans, we strongly recommend maintaining your own backups. We are not responsible for data loss. Backup services, when provided, are performed according to the schedule specified for your plan.

8. Service Exclusions

This SLA does not cover:

  • Issues caused by user errors or misconfiguration
  • Problems with game-specific mods or plugins
  • Issues with third-party services or APIs
  • DDoS attacks or malicious activity targeting your server
  • Force majeure events (natural disasters, war, etc.)

9. Limitation of Liability

Service credits are the sole and exclusive remedy for SLA violations. The total service credits issued in any month shall not exceed 100% of your monthly service fee. This SLA does not limit our liability for damages caused by our gross negligence or willful misconduct.

10. Changes to SLA

We reserve the right to modify this SLA with 30 days advance notice. Material changes will be communicated via email to affected customers.

11. Contact

For questions about this SLA or to request service credits, contact us at support@rivixservers.com or through our support ticket system.