Service Level Agreement (SLA)
Service Level Agreement (SLA)
rackAID LLC — 221 N. Hogan Street #308, Jacksonville, FL 32202
Effective date: June 23, 2026
This SLA is part of, and incorporated into, your Master Service Agreement (“MSA”). It describes the support and service-level terms for your Services and the credits that are your sole and exclusive remedy for service-level shortfalls. If anything here conflicts with the MSA, the MSA controls. Capitalized terms have the meaning given in the MSA.
1. Coverage and How to Reach Us
1.1 Support hours. Standard support is provided Monday–Friday, 9:00 AM–5:00 PM ET, excluding U.S. federal holidays (“Business Hours”).
1.2 After-hours emergencies. For Critical issues only (see §2), we provide after-hours emergency response 24×7.
1.3 How to request support.
- Primary channel (all priorities): our support portal at https://my.rackaid.com/.
- Critical issues: you must open a ticket in the portal and select the “Critical” priority. Email requests are not treated as Critical, regardless of subject line or content — including words such as “urgent” or “emergency” — because we cannot reliably detect priority from email. If the portal is unavailable, you may report a Critical issue by phone at (877) 435-2444.
You are responsible for keeping current contact details on file so we can reach you. A request qualifies for the Critical response target (§2) and any response-time credit (§3.2) only if it is submitted as a Critical-priority portal ticket (or by phone when the portal is unavailable), as described above.
2. Priority Levels and Response Targets
We assign a priority to each request and may reclassify it based on actual impact. “Response” means we acknowledge the request and begin work — it does not mean the issue is resolved, since resolution may depend on upstream providers (see §4) or on information from you.
| Priority | Definition | Target response |
|---|---|---|
| Critical | Production is down or unusable — your site, email, or database is fully unavailable, or a security incident is in progress. | Within 1 hour, 24×7 |
| Standard | A Service is impaired or degraded, or a normal issue exists, typically with a workaround. | Within 24 hours, during Business Hours |
| Informational | Questions, routine requests, scheduled changes, or cosmetic issues. | Within 1 Business Day |
Response-time clocks for Standard and Informational requests run during Business Hours only. Critical clocks run 24×7 and start when a Critical-priority ticket is submitted through the portal at https://my.rackaid.com/ (or by phone when the portal is unavailable), per §1.3 — not from any email or other channel. (Alternative tier names, if you prefer: Critical / High / Normal, or P1 / P2 / P3.)
3. Service Credits — Your Sole and Exclusive Remedy
Service credits are issued as credits against future Fees (not cash refunds) and are your sole and exclusive remedy for any service-level shortfall, consistent with MSA §8 and our Billing, Cancellation & Refund Policy.
3.1 Uptime (pass-through). rackAID does not provide an independent uptime guarantee. Uptime for the underlying infrastructure is governed by the applicable upstream provider’s service level agreement (for example, AWS or PhoenixNAP). If we receive a service credit from an upstream provider for an outage affecting your Service, we will pass that credit through to you to the extent it is attributable to your Service. Any such pass-through credit is limited to the amount we actually receive and, in any case, will not exceed the Fees you paid for the affected Service for the affected period.
3.2 Response-time credit. If, in a calendar month, we miss the Critical response target for a qualifying Critical request (one properly submitted under §1.3), you may request a service credit of 5% of that Service’s monthly Fee per missed Critical target, up to a maximum of 25% of that Service’s monthly Fee for the month. Misses of Standard or Informational targets are handled on a best-efforts basis and do not carry a credit.
3.3 Claiming a credit. To claim a credit, submit a request through the helpdesk within 30 days of the event, with the ticket number and details. Credits are not automatic. The total of all credits in any month will not exceed 25% of that month’s Fees for the affected Service.
4. Exclusions
Service levels and credits do not apply to, and we are not responsible for, any unavailability or issue caused by:
- Upstream provider outages or maintenance beyond the credit pass-through in §3.1;
- Scheduled or emergency maintenance (see §5);
- Your acts or omissions, your software, configurations, or End Users, or anyone using your credentials;
- Components, software, or services not explicitly identified as covered in your Order or an SLA;
- Suspension or termination permitted under the MSA (for example, for non-payment, AUP violations, or security risk);
- Force majeure events (MSA §15.3), including upstream cloud/hosting provider failures;
- DNS, networking, or third-party services outside our reasonable control;
- Work beyond the scope of your Order, which is handled as Additional Support and billed at our then-current rates (MSA §3.1.3).
5. Maintenance
We may perform scheduled maintenance and will use reasonable efforts to provide advance notice through the helpdesk. We may perform emergency maintenance without notice to protect the security or integrity of the Services or the network. Maintenance periods are excluded from any service-level calculation.
6. Backups and Monitoring
Backups and monitoring are provided only where stated in your Order. Regardless of any backup service, you remain responsible for maintaining your own backups (MSA §13.2). It is your responsibility to export or retrieve your data before termination (MSA §12.1.1).
7. Your Responsibilities
To allow us to meet these service levels, you will: provide timely access, information, and approvals; designate a contact reachable for Critical issues; maintain compatible systems and valid credentials; install security updates we recommend; and comply with the applicable AUP(s), including upstream provider AUPs.
8. Changes to this SLA
We may update this SLA from time to time. Changes are posted to the helpdesk and, for month-to-month Services, take effect at your next Renewal Term. Continuing to use the Services after the effective date constitutes acceptance.
This SLA is incorporated into the rackAID Master Service Agreement. Where the two conflict, the Master Service Agreement controls. Version 20260623.01