Last Reviewed: 6th April 2026
Next Review Due: 6th April 2027
(Public Summary)
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.
This SLA also supports RELIANOID’s operational resilience and service continuity objectives through structured monitoring, incident management, and maintenance practices.
This SLA applies to all RELIANOID products and services under active subscription or commercial agreement, including:
Operational monitoring, incident coordination, and security maintenance activities associated with supported services are also covered under this SLA framework.
| 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 |
RELIANOID continuously monitors service availability, infrastructure health, and operational performance to support resilience and minimize service disruption risks.
Full terms are detailed in the Support Plan agreement.
| 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 |
Incident prioritization considers operational impact, service availability, security exposure, and customer business continuity requirements.
Support is available via our Central Support Portal.
Scheduled releases can be found at our timeline.
RELIANOID performs routine updates during defined maintenance windows. We aim to:
Maintenance activities may include resilience validation, security hardening, infrastructure optimization, and operational reliability improvements.
Emergency fixes may occur without notice in the event of critical vulnerabilities.
This SLA does not apply to:
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.
Operational reviews may include availability trends, incident response metrics, service reliability assessments, and resilience improvement opportunities.
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.
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.
RELIANOID maintains coordinated communication processes for significant operational or security-related service events.
RELIANOID is committed to delivering resilient, high-performance load balancing solutions supported by clearly defined service levels, operational governance practices, and proactive support processes. Our SLA framework is designed to support service continuity, operational resilience, customer trust, and alignment with applicable security and compliance expectations.
| Date | Comment |
| 14th April 2025 | Initial document publication. |
| 6th April 2026 | Updated with operational resilience measures, proactive monitoring practices, security maintenance governance, and enhanced service continuity commitments. |
We welcome requests for detailed security documentation, risk mapping matrices, or compliance disclosures.