RELIANOID Service Level Agreement (SLA)

Last Reviewed: 14th April 2025
Next Review Due: 14th April 2026
(Public Summary)

Purpose

This Service Level Agreement (SLA) defines the performance standards, availability targets, and support commitments provided by RELIANOID to its customers. It ensures clarity and accountability in the delivery of our load balancing solutions, whether on-premises, virtual, or cloud-based.

Scope

This SLA applies to all RELIANOID products and services under active subscription or commercial agreement, including:

  • RELIANOID Enterprise Load Balancer (appliance, virtual, cloud)
  • Support and maintenance services
  • Security updates and software releases

Service Availability

Service Uptime Guarantee
Cloud-based Load Balancing 99.95% monthly uptime
License Server & Portal Access 99.9% monthly uptime
Support Systems (Email, Portal) 99.9% monthly uptime

Full terms are detailed in the Support Plan agreement.

Support Response Times

Severity Level Description Maximum Initial Response Time (24×7 Support)
Critical / High Unable to perform core business functions, total or partial system interoperability 1 hour
Medium Non-critical issues or limited impact 4 hours
Low Informational, general questions Next business Day

Support is available via our Central Support Portal.

Software Updates

  • Security updates are delivered promptly when threats are identified.
  • Maintenance releases and feature upgrades are issued periodically.
  • Customers are notified in advance of any planned changes or required actions.

Scheduled releases can be found at our timeline.

Planned Maintenance

RELIANOID performs routine updates during defined maintenance windows. We aim to:

  • Notify customers at least 72 hours in advance
  • Minimize downtime and impact
  • Provide changelogs and post-maintenance reports

Emergency fixes may occur without notice in the event of critical vulnerabilities.

Exclusions

This SLA does not apply to:

  • Downtime caused by customer infrastructure (e.g., misconfigurations, third-party firewalls)
  • Force majeure events (natural disasters, power outages, etc.)
  • Beta or trial services

Continuous Improvement & Performance Reviews

At RELIANOID, we believe in continuous improvement. Our SLAs include provisions for regular performance reviews and service evaluations to ensure that our load balancing solutions continue to meet evolving client needs and industry standards.

We work closely with clients to adjust performance metrics as necessary and provide tailored support that ensures the highest quality service. This approach allows for ongoing optimization and performance enhancement throughout the lifecycle of our agreements.

SLA Inquiries and Claims

To request an SLA credit or report a performance issue, please contact us. Include incident details, impact, and timestamps. Submit within 7 days of the affected period.

Final Statement

RELIANOID is committed to delivering high-performance load balancing solutions with clear and measurable SLAs, ensuring reliable service delivery, high availability, and support tailored to client needs. Our SLAs are designed to meet the highest standards of service quality, regulatory compliance, and customer satisfaction.

Document Reviews

Date Comment
14th April 2025 Document creation

Contact and Assurance

We welcome requests for detailed security documentation, risk mapping matrices, or compliance disclosures.

Contact our Compliance & Security Team

Download Latest Security Report