Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to all RDPSchool services including Windows RDP, VPS Servers, and Dedicated Servers. This SLA forms part of the agreement between RDPSchool and the customer and is subject to our Terms and Conditions.

2. Network Uptime Guarantee

RDPSchool guarantees 99.99% network availability per calendar month. This equates to a maximum of approximately 4 minutes and 22 seconds of unplanned downtime per month.

Uptime is calculated as:

3. Compensation for Downtime

RDPSchool does not issue monetary credits, refunds, or cash compensation for service downtime under any circumstances.

In the event of verified downtime caused solely by an issue on RDPSchool's infrastructure, the affected customer will receive a service validity extension on the affected server equal to the confirmed duration of the outage. For example, if your server was down for 6 hours due to a confirmed infrastructure issue on our end, 6 hours will be added to your server's expiry date.

• Validity extensions apply only to the specific server(s) affected by the incident
• Downtime must be caused by RDPSchool infrastructure — customer-side issues are excluded
• This validity extension is the sole remedy available under this SLA
• No monetary credits, refunds, or cash equivalents will be issued under any circumstances

4. Scheduled Maintenance

RDPSchool performs scheduled maintenance to update firmware, apply security patches, and improve infrastructure. The following applies:

• Customers will receive at least 24 hours notice for planned maintenance windows
• Scheduled maintenance is typically performed during low-traffic hours (02:00–06:00 UTC)
• Downtime during scheduled maintenance windows is excluded from uptime calculations
• Emergency maintenance (security patches, critical fixes) may occur with shorter notice

5. Hardware Replacement SLA

For Dedicated Server customers, if a hardware failure is caused by our infrastructure, we commit to:

• Diagnosis within 1 hour of a confirmed hardware failure report
• Hardware replacement within 4 hours during business hours
• Best-effort replacement within 8 hours outside business hours

6. Support Response Times

7. Exclusions

This SLA does not apply to downtime caused by:

• Customer actions, misconfigurations, or software issues
• Force majeure events (natural disasters, war, civil unrest, etc.)
• Third-party service failures outside our control
• DDoS attacks or network abuse targeting your services
• Scheduled maintenance windows with prior notification
• Account suspension due to policy violation or non-payment

8. Validity Extension Request Process

Validity extensions are never applied automatically. You must open a support ticket to initiate a claim — no extension will be granted without a customer-submitted request.

1. Submit a support ticket via the client area within 7 days of the incident
2. Include the incident date/time, the affected service(s), and the approximate duration of downtime
3. We will review your request and respond within 5 business days
4. If approved, the validity extension will be manually added to the affected server

Note: Requests submitted after 7 days of the incident, or for downtime not caused by RDPSchool infrastructure, will not be considered. Extensions will not be issued retroactively or without a valid ticket.

9. Contact

SLA-related inquiries: [email protected]