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AnonRDP Service Level Agreement (SLA)
Last Updated: October 12, 2025
1) Introduction
This Service Level Agreement (“SLA”) is part of the AnonRDP Terms & Conditions. It describes availability commitments for our infrastructure and the service credit remedy if we fall short.
Real-time and historical availability: https://anonrdp.com/status
2) Scope and Definitions
- Covered Components:
- Network Availability: Our core network’s ability to transmit data to/from the public internet.
- Host Node Availability: The physical host (power, cooling, hypervisor, hardware) that provides resources to your VPS.
- Downtime: Unavailability of a Covered Component as measured by AnonRDP’s monitoring when:
- Network: 100% packet loss from our monitoring points to the applicable edge/host for five (5) consecutive minutes or longer; or sustained packet loss ≥ 50% with materially impacted connectivity for five (5) consecutive minutes or longer.
- Host Node: Your VPS is powered off or unreachable due to host/hypervisor failure (not guest OS/app failures) for five (5) consecutive minutes or longer.
- Monthly Uptime Percentage: 100% minus the percentage of minutes in a calendar month that a Covered Component experienced Downtime. Measurements are based on AnonRDP’s monitoring systems and logs and calculated per service.
- What is not covered: Anything inside the guest OS, your applications, data, or configuration. Provisioning time is not within the SLA scope.
3) Uptime Guarantee
99.99% Monthly Uptime for each Covered Component (Network Availability and Host Node Availability) per calendar month.
Note: 99.99% corresponds to approximately 4.38 minutes of unavailability in a 30‑day month.
4) Service Credit Remedy
If we do not meet the 99.99% Monthly Uptime for a Covered Component in a given calendar month, you are eligible for a Service Credit on the affected VPS according to the schedule below:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9% to 99.98% | 10% of Monthly Fee |
| 99.0% to 99.89% | 25% of Monthly Fee |
| 95.0% to 98.99% | 50% of Monthly Fee |
| Below 95.0% | 100% of Monthly Fee |
Credits apply to the next invoice for the affected VPS only, are not cash refunds, not transferable, and in aggregate will not exceed 100% of the Monthly Fee for any single month.
Example: If your service’s monthly fee is €20 and Monthly Uptime is 99.3%, you receive a €2 credit (10%) on your next invoice.
5) Automated Credit Processing
- Automatic Detection: Our monitoring correlates incidents with the status page at /status.
- Automatic Calculation: Credits are computed from verified uptime data and the table above.
- Automatic Application: Qualifying credits are applied within 72 hours after month‑end; you will receive an email notification.
- Manual Override: If you believe an incident was missed, open a billing ticket within thirty (30) days of the incident for review.
6) Exclusions
This SLA does not apply to downtime resulting from:
- Your actions or inactions, including OS/application misconfiguration, firewall rules, deployment errors, or willful misconduct.
- Software faults or failures inside the VPS guest (kernel panic, service crashes, application bugs).
- DDoS attacks or other hostile activity targeting your service; abuse or AUP violations by you or your users.
- Resource saturation due to your workload exceeding plan limits or fair‑use thresholds (e.g., sustained bandwidth or I/O beyond plan targets).
- Issues outside AnonRDP’s reasonable control, including force majeure (e.g., natural disasters, war, widespread internet outages), or routing problems on the public internet outside our network edge.
- Brief network interruptions under five (5) minutes in duration.
- Services that are suspended, expired, or not in good standing (e.g., overdue invoices, chargebacks).
- Free, trial, or promotional services unless explicitly stated otherwise.
7) Eligibility & Limitations
- Credits are calculated and applied per affected VPS; incidents on one VPS do not generate credits for other services.
- To receive or retain a credit, the account must be active and in good standing at the time of application.
- Credits cannot be exchanged for cash or refunded to a payment method and do not accrue interest.
- Credits expire if the account is closed before they are applied.
8) Measurement & Verification
- AnonRDP’s monitoring systems, hypervisor logs, and network telemetry are authoritative for SLA determinations.
- All calculations are performed on calendar-month boundaries and in UTC unless otherwise specified.
9) Changes to this SLA
We may update this SLA. Material changes will be announced via the Client Area and/or email with at least thirty (30) days’ notice before they take effect, except for urgent updates required for legal or security reasons.
