RackWorks LLC Service Level Agreement (SLA)
Effective Date: June 1, 2026
Last Updated: June 1, 2026

Agreement Overview
This Service Level Agreement ("SLA") is part of the Terms of Service between RackWorks LLC ("Provider") and the customer ("Customer") governing service availability commitments.

Service Commitment
RackWorks LLC will use commercially reasonable efforts to provide 99% uptime availability per monthly billing cycle, excluding scheduled maintenance and events outside our control.

Definitions

"Availability": percentage of time Services are accessible in a calendar month.

"Downtime": any period Services are unavailable due to Provider fault, excluding Scheduled Maintenance or Force Majeure.

"Scheduled Maintenance": pre-announced maintenance windows.

"Force Majeure": events beyond Provider's reasonable control (natural disasters, government acts, network outages).

Measurement and Reporting
Availability is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100%

Downtime excludes Scheduled Maintenance and Force Majeure.

Scheduled Maintenance
RackWorks LLC will notify Customer at least 24 hours before Scheduled Maintenance. Maintenance will be during off-peak hours when feasible.

Service Credit Eligibility
6.1 Customers may request Service Credits if monthly Availability is below 99%.
6.2 Credits are as follows:

98.0% to 98.99% availability = 10% credit of monthly fee

95.0% to 97.99% availability = 25% credit of monthly fee

Below 95.0% availability = 50% credit of monthly fee
6.3 Credits are sole and exclusive remedy for SLA failures.
6.4 Credit requests must be submitted in writing within 30 days of the affected month.

Exclusions
SLA does not apply if downtime is caused by:

Customer's actions or configurations

Third-party providers or ISPs outside Provider control

Force Majeure events

Non-payment or contract breach by Customer

Limitations and Disclaimer
RackWorks LLC disclaims all warranties not stated herein. Liability for SLA failures is limited to Service Credits and shall not exceed fees paid for the affected period. Provider is not liable for indirect or consequential damages.

Term and Termination
SLA is effective during Customer subscription and terminates upon service cancellation.

Contact and Dispute Resolution
To request credits or for questions, contact:
Email: sla@rackworks.net