RELIANOID Service Level Agreement (SLA)

Last Reviewed: 14th April 2025
Next Review Due: 14th April 2026
Status: RELIANOID is committed to reliability, performance, and support excellence — because your uptime is our priority.
(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

ServiceUptime Guarantee
Cloud-based Load Balancing99.95% monthly uptime
License Server & Portal Access99.9% monthly uptime
Support Systems (Email, Portal)99.9% monthly uptime

Full terms are detailed in the Support Plan agreement.

Support Response Times

Severity LevelDescriptionMaximum Initial Response Time (24×7 Support)
Critical / HighUnable to perform core business functions, total or partial system interoperability1 hour
MediumNon-critical issues or limited impact4 hours
LowInformational, general questionsNext 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

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.

Commitment to Improvement

RELIANOID continuously reviews SLA performance to ensure our products and support meet the needs of high-availability and security-conscious environments.