Service Level Agreement (SLA)

Last Updated: February 2026

This Service Level Agreement (“SLA”) outlines the commitment of Rayzic Limited to provide high-availability IT and Cloud Hosting services to our clients.

1. Service Availability Guarantee

Rayzic Limited targets a 99.9% Uptime for all hosted web portals and cloud infrastructure. Availability is calculated on a monthly basis.

2. Uptime Calculation

Uptime is defined as the total number of minutes in a month minus the number of minutes of Service Outage.

• Service Outage: A period where the client's web portal or server is completely unreachable due to Rayzic's network or hardware failure.

• Exclusions: Scheduled maintenance, client-side ISP issues, or Force Majeure (acts of nature) are not counted as outages.

3. Maintenance Windows

To keep your systems secure and fast, Rayzic performs regular updates:

• Scheduled Maintenance: Performed during low-traffic hours (typically 12:00 AM – 4:00 AM GMT). Clients are notified 24 hours in advance.

• Emergency Maintenance: Performed immediately if a critical security vulnerability is detected.

4. Support Response Times

We categorize technical issues by "Severity Levels" to ensure critical problems are solved first:

SeverityDescriptionResponse GoalP1 - CriticalServer down / Portal inaccessible for all users.< 1 HourP2 - HighMajor functional error (e.g., login or checkout broken).< 4 HoursP3 - NormalMinor bugs, UI issues, or general configuration requests.< 24 HoursP4 - LowGeneral inquiries or future feature requests.< 48 Hours

5. Service Credits

If Rayzic fails to meet the 99.9% Uptime guarantee in any given month, clients may be eligible for service credits applied to their next billing cycle:

• 99.0% – 99.8% Uptime: 10% Credit of monthly fee.

• Below 99.0% Uptime: 25% Credit of monthly fee.