1. Service Availability
RamOnly guarantees 99.9% monthly uptime for our VPN service. This means no more than 43 minutes and 50 seconds of downtime per month.
Uptime is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2. Exclusions
The uptime guarantee does not apply to:
- Scheduled maintenance (announced 48 hours in advance)
- Emergency security patches
- Force majeure events (natural disasters, war, etc.)
- Issues caused by user's ISP or local network
- Third-party service outages beyond our control
- DDoS attacks or other malicious activity
3. Service Credits
If we fail to meet our uptime commitment, you're entitled to service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
4. Claiming Credits
To claim a service credit:
- Submit a request within 30 days of the incident
- Include dates and times of the outage
- Provide any relevant error messages or screenshots
- Email: sla@ramonly.io
Credits are applied to your next billing cycle and cannot be exchanged for cash. Maximum credit per month is 100% of that month's fee.
5. Performance Metrics
We commit to the following performance standards:
- Connection Time: Under 3 seconds to establish VPN tunnel
- Throughput: No artificial bandwidth limits on any plan
- Latency: Under 50ms added latency on average
- Packet Loss: Under 0.1% during normal operation
6. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods:
- Preferred window: Tuesdays, 04:00-06:00 UTC
- Emergency patches: Applied immediately with notification
- Notification: Email + status page update 48 hours in advance
7. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 15 minutes |
| High | Major feature impacted | 1 hour |
| Medium | Minor feature impacted | 4 hours |
| Low | General inquiry | 24 hours |
8. Monitoring
Real-time service status is available at status.ramonly.io. You can subscribe to status updates via email or RSS.