Service Level Agreement (SLA) - RaiaWeb
Version 1.2 - Last updated: 18 July 2026
Courtesy translation. This English version is provided for convenience only. In the event of any discrepancy, the Portuguese version prevails.
This SLA forms an integral part of RaiaWeb's General Terms and Conditions of Service and implements clause 13 thereof. It applies to shared hosting and virtual private server (VPS) services. It does not apply to domains, SSL certificates, web design services or professional services, nor to the licensed TapNTable software installed on the Client's systems - the availability of the TapNTable licence-verification and update-distribution service is governed by the respective EULA. It also does not apply to the Maintenance Services, the SEO Services or the Legal Documents Service (Annex C of the Terms and Conditions): these services do not have an availability SLA and do not carry service credits - the response times are set out on the product pages, under the terms of Annex C - with the SLA continuing to apply, under the general terms, to the underlying hosting service.
Provider: Alex Nabais Gomes (RaiaWeb) · NIF 268386625 · Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal
1. Availability Target
1.1. RaiaWeb ensures an availability target of 99.9%, measured on a calendar-month basis for the purposes of service credits (99.9% monthly corresponds to approximately 43 minutes of downtime per month).
1.2. Scope of measurement: for shared hosting, the external accessibility of the hosting service (web, email); for VPS, the availability of the infrastructure - network and host server -, not including the operating system and applications managed by the Client.
1.3. Downtime: a period of 15 consecutive minutes or more during which the service is inaccessible for a reason attributable to RaiaWeb, as confirmed by RaiaWeb's monitoring. Periods of less than 15 consecutive minutes are not taken into account for the calculation.
2. Exclusions
The following do not count as downtime, under clause 13.1 of the Terms and Conditions:
- Scheduled maintenance, notified at least 48 hours in advance;
- Urgent security maintenance;
- Failures of networks or services external to the hosting infrastructure (namely the Client's internet access, DNS managed by third parties or external services integrated by the Client);
- Acts or omissions of the Client, including misconfiguration, abusive resource consumption, breaches of the AUP and legitimate suspensions under the contract;
- Large-scale attacks (for example, DDoS) to the extent that they exceed the reasonable protections of the infrastructure;
- Force majeure events.
3. Service Credits
3.1. Where monthly availability is verified to be below the target for a reason attributable to RaiaWeb, the Client is entitled to the following service credits, calculated on the monthly value of the affected service (or the equivalent monthly value, for billing cycles longer than monthly):
| Monthly availability | Credit |
|---|---|
| 99.0% to 99.89% | 10% |
| 95.0% to 98.99% | 25% |
| Below 95.0% | 50% |
3.2. The maximum credit per service and per month is 50% of the monthly value.
3.3. Request: service credits must be requested through the ticketing system within 30 days of the occurrence, indicating the dates and times of the downtime. RaiaWeb validates the request based on its monitoring records.
3.4. Application: service credits are granted as account credit, to be used against RaiaWeb services, and deducted from the next invoice for the affected service. They are not convertible into cash, under clause 9.4 of the Terms and Conditions - without prejudice to the rights conferred on the Consumer by law, namely under Decree-Law No. 84/2021 (restoration of conformity, price reduction or termination).
4. Maintenance
4.1. Scheduled maintenance is notified at least 48 hours in advance, by email or via the Client Area, and carried out, whenever possible, during periods of lower usage.
4.2. Urgent security maintenance may be carried out without prior notice, and will be notified as soon as possible.
5. Support
Support is provided under the terms of clause 18 of the Terms and Conditions: 24/7 request logging through the ticketing system, an average response time of 8 hours and priority for critical availability or security incidents.
6. Backups
RaiaWeb performs daily backups with retention of up to 7 days, on a best-effort basis, under the terms of clause 14 of the Terms and Conditions. Backups do not replace the Client's own copies. Restoration is free of charge when the data loss is attributable to RaiaWeb.
Contact: support@raiaweb.pt
