This document describes the service-level commitments Rayn Labs makes for the Rayn VPN service. It is not a contractual SLA but reflects our operating targets. A formal SLA is available for enterprise customers on request.
1. Uptime target
We target 99.5% monthly availability measured at the network-gateway level, averaged across all active nodes. Each Subscription includes a primary and a backup URL; when a single node is unavailable, the backup remains reachable in the vast majority of cases.
2. Support response times
| Severity | Example | First response |
|---|---|---|
| Critical | Service-wide outage, account compromise | Within 4 business hours |
| High | Single-node unavailability affecting you | Within 24 hours |
| Normal | Billing, account, how-to questions | Within 48 hours |
3. Planned maintenance
We conduct routine maintenance during low-traffic windows. Where maintenance is expected to degrade service for more than 15 minutes, we provide advance notice by email.
4. Incident handling
For major incidents we post a status update within the account dashboard and email affected users. Root-cause summaries are made available upon request.
5. Contact
Support requests: [email protected]