Effective date: March 2026 · Last updated: March 2026
1. Purpose and Scope
This Service Level Agreement (SLA) defines the availability targets, support priorities, and service credit framework applicable to cloud infrastructure, hosting, virtual server, and related services provided by RYSTAT.
2. Availability Target
Unless otherwise specified in a separate service document, RYSTAT targets 99.49% monthly availability for the applicable service.
Availability is calculated excluding the following circumstances:
- Scheduled maintenance (announced at least 24 hours in advance)
- Customer configuration errors and customer-caused incidents
- Third-party network, software, or upstream provider outages (e.g., outages caused by data centres or network operators)
- DDoS attacks, force majeure events, and incidents requiring legal intervention
Availability is measured by RYSTAT's internal monitoring infrastructure. In the event of a dispute, RYSTAT's monitoring records shall prevail.
3. Support Priorities
| Priority | Definition | Target initial response |
|---|---|---|
| Critical | Complete service unavailability, widespread access failure, or high-impact security incident | Within 4 hours (business hours: Monday–Friday 09:00–18:00 TRT/UTC+3; critical incidents raised outside business hours will be addressed at the start of the next business day) |
| High | Significant loss of functionality, performance degradation, or a fault with severe isolated impact | Within 8 hours |
| Medium | Technical error or configuration issue with limited impact | Within 1 business day |
| Low | Information request, suggestion, or low-impact support need | Within 2 business days |
These timeframes are targets; resolution time may vary depending on the nature and scope of the incident and third-party dependencies. RYSTAT will use commercially reasonable efforts to meet these targets.
AI services: AI inference response latency and timeframes subject to model dependencies are outside the scope of the support priorities in this SLA. For details, see the AI Service Terms.
4. Service Credits
If the availability target is not met within a calendar month, a service credit may be considered upon customer request within the following framework:
| Monthly availability | Service credit |
|---|---|
| 99.0% – 99.49% | 5% of the applicable monthly service fee |
| 95.0% – 98.99% | 10% of the applicable monthly service fee |
| Below 95.0% | 15% of the applicable monthly service fee |
The total service credit in any single calendar month shall not exceed 15% of the applicable monthly service fee.
Service credits represent the customer's sole and exclusive remedy under this SLA; they are not cash refunds and will be applied as a credit against future invoices. The customer may not claim any additional compensation or damages beyond the service credit.
5. Claims Process
Service credit claims must be submitted within 30 days following the end of the calendar month in which the relevant incident occurred, via support@rystat.com or through the support portal. Claims must include the incident date, affected service, and any available log or observation data. Late claims will not be considered.
6. Exclusions
- Outages caused by AUP violations, abuse, or suspension
- Changes, misconfigurations, and software errors made by the customer
- Beta features, free trial services, or services explicitly excluded from SLA coverage
- Force majeure, regulatory intervention, and large-scale third-party events (e.g., natural disasters, war, acts of terrorism, cyberattacks)
- Network or internet outages beyond RYSTAT's control
7. Order of Precedence
In the event of a conflict between this document and any other contractual document, the following order of precedence shall apply:
- Signed enterprise agreement, order form, or proposal addendum
- Product-specific service terms
- Acceptable Use Policy (AUP)
- This Service Level Agreement (SLA)
- Data Processing Agreement (DPA) (for data processing matters only)
- Terms of Service
- Privacy Policy
- Refund Policy
- Public disclosure documents (e.g., Sub-processor Framework)
Signed enterprise agreements, order forms, or proposals shall always take precedence over these public documents. In the event of a conflict, the most specific and most recent signed document shall prevail.