Understand the availability commitments, measurement methods, and service credit process for eligible Racko sovereign cloud infrastructure and managed technical fabrics.
This Service Level Agreement describes the availability commitments and service credit process applicable to eligible Racko services. Coverage depends on the purchased product, deployment configuration, and applicable order or service agreement.
Service-specific commitments: [Identify the agreements or service schedules that determine coverage].
Effective coverage period: [Confirm when SLA coverage begins and ends].
Note: Where an individually signed agreement contains different commitments, the applicable agreement determines the service levels and remedies.
The following table identifies service coverage and the infrastructure components included in each commitment.
| SERVICE | SLA COVERAGE | COVERED COMPONENT |
|---|---|---|
| VPS & Cloud VPS | [Confirm eligibility] | [Define covered compute and network components] |
| Dedicated Servers | [Confirm eligibility] | [Define covered hardware, power and network components] |
| Private Cloud | [Confirm agreement-specific coverage] | [Define covered infrastructure boundary] |
| GPU Cloud | [Confirm eligibility] | [Define covered GPU infrastructure and access components] |
| S3 Storage | [Confirm eligibility] | [Define covered storage endpoints and operations] |
| Backup Storage | [Confirm eligibility] | [Define covered storage access and backup service components] |
| CloudLabs | [Confirm eligibility] | [Define covered lab infrastructure components] |
| Web Hosting | [Confirm eligibility] | [Define covered hosting components] |
| Managed Cloud Operations | [Confirm agreement-specific coverage] | [Define covered operational services] |
Availability targets apply only to the covered components and configurations specified in the applicable agreement.
| SERVICE TIER | AVAILABILITY TARGET | MEASUREMENT PERIOD |
|---|---|---|
| Public Cloud Tier: VPS, GPU Cloud, S3 Storage | [Approved availability target] | [Approved measurement period] |
| Enterprise Bare Metal & Private Cloud | [Approved availability target] | [Approved measurement period] |
Availability is assessed using the measurement method defined for the eligible service.
Calculation Method: [Insert the approved availability formula, including numerator, denominator, exclusions and rounding rules].
Racko may perform maintenance to maintain, secure, or upgrade its physical and virtual infrastructure.
The applicable SLA must specify which events fall outside its availability commitment. Items requiring confirmation include:
If you experience a service issue, report it through [approved support channel].
Do not include passwords, private keys, API secrets or sensitive customer data in incident reports.
Where an eligible service falls below its approved availability commitment, the customer may qualify for a service credit under the applicable terms.
| MEASURED AVAILABILITY | CREDIT PERCENTAGE | CALCULATION BASIS |
|---|---|---|
| [Approved availability band 1] | [Approved percentage] | [Approved basis] |
| [Approved availability band 2] | [Approved percentage] | [Approved basis] |
| [Approved availability band 3] | [Approved percentage] | [Approved basis] |
Submit the service issue through the approved support channel and retain the ticket reference.
Gather affected service identifiers, incident timestamps, invoice details, and relevant diagnostic evidence.
Send the formal claim through [approved SLA claim channel] referencing your incident ticket.
Racko will review the claim against the applicable SLA and communicate the final credit determination.
Claim submission deadline: [Approved deadline and when it begins]
Review timeframe: [Approved review timeframe]
Credit application timeframe: [Approved timeframe following approval]
[Insert confirmed responsibilities for operating, monitoring and maintaining covered infrastructure].
[Insert confirmed requirements for reporting incidents, maintaining contact details and managing customer-controlled components].
Availability, backups, and recovery are separate service considerations. Any backup retention, recovery point, or recovery time commitments must be defined in the applicable service agreement.
Explicit Rule: An availability SLA does not automatically guarantee data recovery or prevent data loss.
Racko may revise this SLA as its services and contractual arrangements change.
