Plain-language summary
- This SLA is optional and paid. It applies only when your Order includes it and its fee. Without it there are no availability targets, response targets or service credits, and support is on a reasonable-efforts basis.
- Hosted services (websites, email, DNS we operate for you) target 99.9% monthly availability, excluding planned maintenance and events outside our control.
- If we miss it, you get a credit of 5% of that month's fee for the affected service for each full hour of unscheduled downtime beyond the target, up to 50% of the monthly fee. Credits are your sole remedy for downtime.
- Support hours are Business Days, 9:00 a.m. to 5:00 p.m. Pacific. We aim to respond to urgent issues within 4 business hours and to everything else within 1 Business Day. Faster or after-hours coverage is available by agreement.
- Services that run on third-party platforms depend on those platforms' availability.
- To claim a credit, email us within 30 days of the incident.
This summary is provided for convenience only and is not part of the agreement. If anything in the summary differs from the full terms below, the full terms govern.
This Service Level Agreement ("SLA") is a Service Schedule to the RGB Terms of Service and applies only to services for which your Order expressly includes this SLA and its fee. Where an Order does not include it, no availability targets, response targets or service credits apply, and support is provided on a reasonable-efforts basis as described in the Software License Agreement and the Terms of Service. Capitalized terms have the meanings in the Terms of Service.
1. Covered services
| Service | Availability target (monthly) | Notes |
|---|---|---|
| Website hosting operated by RGB (static sites, content delivery) | 99.9% | Measured at the edge of RGB's hosting provider; excludes your DNS if not hosted by RGB |
| Email hosting and DNS operated by RGB | 99.9% | Availability of the mail service to send and receive; deliverability to third-party mailbox providers is not guaranteed |
| Domain registration and management | Not applicable | RGB submits requests to the registrar within one Business Day; registrar and registry availability are outside RGB's control |
2. Definitions and measurement
"Downtime" means the service is unavailable to you, as confirmed by RGB's monitoring or by your report that RGB verifies, for a continuous period of 5 minutes or more. "Monthly Availability" = (minutes in the month − Downtime minutes, excluding Excluded Events) ÷ minutes in the month. Downtime is measured from the earlier of RGB's monitoring alert or your report until service is restored.
3. Excluded events
The following do not count as Downtime: (a) planned maintenance notified at least 48 hours in advance (or 24 hours for urgent security maintenance), performed where practical outside Business Days, and not exceeding 8 hours per month; (b) failures of the internet, your network or equipment, third-party platforms and providers (such as cloud, hosting, software-platform and app-store providers, registrars and mailbox providers), or DNS not managed by RGB; (c) suspension under the Terms of Service or Acceptable Use Policy; (d) your acts or omissions, or those of your users or contractors; (e) force majeure; and (f) beta, trial or free services.
4. Service credits
4.1 If Monthly Availability for a covered service falls below its target, you may claim a credit of 5% of the monthly fee for the affected service for each full hour (or major portion of an hour) of Downtime beyond the target, up to a maximum of 50% of that month's fee for the affected service. For services billed annually, the monthly fee is the annual fee divided by twelve.
4.2 To claim a credit, email support@rgbx.com within 30 days after the end of the month in which the Downtime occurred, describing the dates, times and impact. RGB will confirm against its records within 15 Business Days. Credits are applied to a future invoice and are not paid in cash, except on termination.
4.3 Service credits are your sole and exclusive remedy for Downtime and for RGB's failure to meet this SLA. If Monthly Availability for a covered service falls below 95% in any two consecutive months, you may also terminate the affected Order on notice without early-termination fees.
5. Support
5.1 Hours. Support is available on Business Days, 9:00 a.m. to 5:00 p.m. Pacific Time, by email to support@rgbx.com, through the support page at rgbx.com, or by the phone or scheduling links on your account. Support outside these hours, or guaranteed faster response, may be purchased under an Order.
5.2 Response targets (time to first substantive response, during support hours):
| Priority | Definition | Target |
|---|---|---|
| Urgent | Covered service down or unusable for all users; active security incident; data at imminent risk | 4 business hours |
| High | Major function impaired; significant business impact; no workaround | 1 Business Day |
| Normal | Minor impairment, questions, requests, workaround available | 2 Business Days |
| Scheduled | Planned work, enhancements, sessions booked in advance | As scheduled |
5.3 Response targets are commitments to begin work, not guarantees of resolution time. RGB will keep you informed of progress on Urgent and High issues at least daily until resolved or downgraded.
5.4 Support for RGB applications assumes you are running a currently supported release.
6. Backups of hosted services
RGB keeps backups of the configuration and content of hosted websites and DNS it operates, and of RGB's own systems, for disaster-recovery purposes. Those backups are not a substitute for your own copies of your content. Email hosting backups, if any, are described in your Order.
7. Changes
RGB may update this SLA as described in Section 16 of the Terms of Service. Prior versions are in the version history.