Scope of Application
1.1 This Service Level Agreement (SLA) forms an integral part of the contract with You and regulates the conditions for the provision of services offered by Raidbox, a company under Ox2 Net Corp., located in Vancouver, British Columbia, Canada, with email contact at info@raidbox.xyz. This SLA supplements the Raidbox General Terms and Conditions of Service.
1.2 Raidbox reserves the right to amend this SLA at any time with reasonable notice. Material adverse changes will be notified at least 90 days in advance.
Raidbox Cloud / Server Services (Compute / Instances)
2.1 Raidbox provides computing capacity in the cloud (instances/servers) accessible via standardized protocols.
2.2 Raidbox undertakes to make commercially reasonable efforts to ensure availability of at least 99.95% on a monthly average. If this is not met, You may be entitled to a credit.
2.3 Services are considered unavailable if bidirectional communication with active instances is not possible.
2.4 Availability is calculated across all Your instances in a monthly billing cycle as:
100% - (Unavailability in minutes / Total instance duration in minutes)
2.5 Credits are calculated as a percentage of payments for the affected services (core/RAM/storage) in the billing month where availability fell short.
2.6 Credit Table for Cloud/Server Services:
Monthly Average Availability | Credit |
Less than 99.95% but ≥ 99.90% | 5% |
Less than 99.90% but ≥ 99.80% | 10% |
Less than 99.80% but ≥ 99.70% | 25% |
Less than 99.70% | 40% |
Raidbox Block Storage
3.1 Raidbox Block Storage provides virtual volumes for data storage.
3.2 Raidbox aims for 99.95% monthly average availability.
3.3 Unavailable if read/write operations fail and I/O requests are queued on connected volumes.
3.4 Availability calculated across all volumes:
100% - (Unavailability in minutes / Total volume duration in minutes)
3.5 Credits as percentage of Block Storage payments in the affected month.
3.6 Same credit table as Section 2.6.
Raidbox Object Storage (if offered)
4.1 Object storage solution for files and metadata.
4.2 Raidbox aims for 99.5% monthly average availability.
4.3 Unavailable if "Internal Server Error" or "Service Unavailable" responses occur.
4.4 Availability: 100% minus average error rate (server errors / total requests in 5-minute intervals).
4.5 Credits as percentage of Object Storage payments.
4.6 Credit Table:
Monthly Average Availability | Credit |
Less than 99.50% but ≥ 99.00% | 10% |
Less than 99.00% | 25% |
Raidbox Databases / Managed Services
Availability terms follow the applicable compute/storage sections above, depending on the underlying infrastructure.
Raidbox Managed Kubernetes / Container Services (if offered)
6.1 Node pools follow compute availability (Section 2).
6.2 Control Plane / API aims for 99.95% availability.
6.3 Credits as percentage of Managed Kubernetes payments.
6.4 Credit Table:
Monthly Average Availability | Credit |
Less than 99.95% but ≥ 99.00% | 10% |
Less than 99.00% but ≥ 95.00% | 25% |
Less than 95.00% | 100% |
Raidbox DNS (if offered)
7.1 Aims for 99.995% availability of name servers.
7.2 Credit Table:
Monthly Average Availability | Credit |
Less than 99.995% but ≥ 99.99% | 10% |
Less than 99.99% but ≥ 99.95% | 25% |
Less than 99.95% | 100% |
Other Services
For services not explicitly listed, Raidbox aims for at least 99% monthly average availability using commercially reasonable efforts. Free tools (e.g., APIs, designers) have no credit entitlement.
Claiming Credits
9.1 Claims must be submitted in writing to info@raidbox.xyz within two weeks after the end of the affected billing month, including details of affected resources, times, and logs.
9.2 Raidbox will process claims within six weeks. Credits apply only to future payments; no cash refunds.
Support Response Times
Support is available via email (info@raidbox.xyz). Raidbox aims for reasonable response times based on severity (e.g., disruptions prioritized).
Maintenance
Raidbox may perform maintenance with advance notice where possible. Scheduled maintenance does not count as unavailability.
Exclusions and Disclaimer
12.1 No credits for disruptions caused by force majeure, your actions, third-party attacks (unless solely Raidbox's fault), scheduled maintenance, or issues outside Raidbox's control.
12.2 Raidbox is not liable for indirect/consequential damages or data loss.
Governing Law
This SLA is governed by the laws of British Columbia, Canada. Disputes resolved exclusively in British Columbia courts.
Last update: December 2025