Service Level Agreement (SLA) - RaiaWeb
Version 1.0 - Last updated: 11 June 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 Terms and Conditions of Service and gives effect to clause 13 thereof. It applies to shared hosting and virtual private server (VPS) services. It does not apply to domains, SSL certificates, web design or professional services.
Provider: Alex Nabais Gomes (RaiaWeb) · NIF 268386625 · Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal
1. Availability Target
1.1. RaiaWeb provides an availability target of 99.9%, measured per calendar month for credit purposes (99.9% per month corresponds to approximately 43 minutes of downtime per month).
1.2. Scope of measurement: for shared hosting, the accessibility of the hosting service (web, email) from the outside; for VPS, the availability of the infrastructure - network and host server - not covering the operating system and applications administered by the Client.
1.3. Downtime: a period of 15 or more consecutive minutes during which the service is inaccessible for a cause attributable to RaiaWeb, as confirmed by RaiaWeb's monitoring. Periods of fewer than 15 consecutive minutes do not count towards the calculation.
2. Exclusions
The following do not count as downtime, under clause 13.1 of the Terms and Conditions:
- Scheduled maintenance, announced at least 48 hours in advance;
- Urgent security maintenance;
- Failures of networks or services external to the hosting infrastructure (in particular the Client's Internet access, third-party-managed DNS or external services integrated by the Client);
- Acts or omissions of the Client, including misconfiguration, abusive resource consumption, AUP violations and legitimate suspensions under the contract;
- Large-scale attacks (for example, DDoS) to the extent that they exceed the infrastructure's reasonable protections;
- Force majeure.
3. Service Credits
3.1. Where monthly availability falls below the target for a cause attributable to RaiaWeb, the Client is entitled to the following credits, calculated on the monthly value of the affected service (or the equivalent monthly value, for 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 per month is 50% of the monthly value.
3.3. Requests: credits must be requested through the ticket system within 30 days of the occurrence, stating the dates and times of the downtime. RaiaWeb validates the request against its monitoring records.
3.4. Application: credits are granted as account credit, to be used on RaiaWeb services, and deducted from the next invoice of the affected service. They are not convertible into money, under clause 9.4 of the Terms and Conditions - without prejudice to the rights conferred on the Consumer by law, in particular under Decree-Law no. 84/2021 (restoration of conformity, price reduction or termination).
4. Maintenance
4.1. Scheduled maintenance is announced at least 48 hours in advance, by email or in the Client Area, and carried out, wherever possible, during periods of lower usage.
4.2. Urgent security maintenance may be carried out without prior notice and is communicated as soon as possible.
5. Support
Support is provided under clause 18 of the Terms and Conditions: ticket submission available 24/7, 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 clause 14 of the Terms and Conditions. Backups do not replace the Client's own copies. Restores are free of charge where the data loss is attributable to RaiaWeb.
Contact: support@raiaweb.pt
