Service Level Agreement

Our Service Level Agreement (SLA) outlines the standard of service you can expect from Rivin Cloud and our commitment to uptime and support.

Last updated: February 18, 2026

1. Service Availability

Rivin Cloud strives to maintain the highest levels of service availability. We provide a 99.9% uptime guarantee on all hosting services.

  • Network Availability: We guarantee a 99.9% network uptime.
  • Hardware Availability: We guarantee 99.9% hardware availability for our servers.
  • Service Availability: Our goal is to ensure your services remain accessible at all times.

2. Maintenance Windows

To ensure optimal performance and security, we perform periodic maintenance:

  • Standard Maintenance: Scheduled during off-peak hours with at least 24 hours of prior notice.
  • Emergency Maintenance: Performed when critical security patches or hardware failures occur. We aim to provide as much notice as possible, though immediate action may be required.
  • Scheduled outages for maintenance do not count against the uptime guarantee.

3. Service Credits & Uptime Refund Policy

If we fail to meet our 99.9% uptime guarantee, customers may be eligible for service credits or a pro-rated refund as detailed below:

Service Credits:

  • 99.5% to 99.9% Uptime: 5% service credit on the monthly fee.
  • 99.0% to 99.5% Uptime: 10% service credit on the monthly fee.
  • Below 99.0% Uptime: 25% service credit on the monthly fee.

Pro-Rated Refund Policy:

In the event that the 99.9% uptime guarantee is not met, customers may optionally request a refund for the remaining subscription period:

  • VPS / VDS Services: Refund is calculated based on the remaining days in the billing cycle, excluding the fixed cost of the IP address allocation.
    Refund = (Daily rate × Remaining days) - (IP Cost)
  • Game Hosting (Minecraft, etc.): A full pro-rated refund will be granted for the remaining days of the current billing cycle.
    Refund = (Daily rate × Remaining days)

Procedure:

Credits or refunds must be requested via a support ticket within 7 days of the identified downtime. Approved refunds are usually processed within 3-5 business days.

4. Limitation of Liability

The uptime guarantee does NOT apply to:

  • Customer-side issues (ISP failures, software misconfiguration).
  • DDoS attacks that exceed our mitigation capacity.
  • Force Majeure events (natural disasters, government actions).
  • Account suspensions due to policy violations.
  • Third-party software or plugin failures within the server.

5. Escalation Procedures

In case of service interruptions:

  1. Check our Status Page (status.rivincloud.in) for ongoing incidents.
  2. Open a Support Ticket in the Client Area.
  3. If the issue is not resolved within the expected timeframe, request an escalation via the ticket.

Our technical team is available 24/7 to address critical outages.