Last updated: April 2026. This SLA outlines our uptime commitments, support response times, and the remedies available to you.
This Service Level Agreement ("SLA") is a binding commitment between RVN Shield and its subscribers. It defines the level of service you can expect, how we measure performance, and what happens if we fall short. This SLA applies to all active paid subscriptions and is subject to the Terms of Service.
RVN Shield guarantees 99.9% monthly uptime for all core anti-cheat services, including real-time detection, automated blocking, and the admin dashboard.
How we calculate uptime: Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100. Downtime is measured from the moment we detect or are notified of an outage until service is restored.
Exclusions: The following are not counted as downtime:
If we fail to meet the uptime guarantee in any given calendar month, you are entitled to service credits applied to your next billing cycle:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to claim: Submit a credit request via email within 15 days of the end of the affected month. Include the dates and times of the experienced downtime. Credits are not applied automatically and must be requested.
Cap: Service credits shall not exceed 50% of your monthly subscription fee. Credits are non-transferable and cannot be converted to cash.
We classify support requests by severity and commit to the following initial response times:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Complete service outage or anti-cheat fully non-functional | 1 hour |
| High | Major feature degraded (e.g., detection delays, dashboard inaccessible) | 4 hours |
| Medium | Non-critical feature issue (e.g., alert delays, UI inconsistencies) | 12 hours |
| Low | General inquiries, feature requests, documentation questions | 48 hours |
Response times are measured during business hours (Monday through Friday, 09:00 – 18:00 BRT), except for Critical severity, which is monitored 24/7. Response time refers to the initial acknowledgment of your request, not full resolution.
Routine maintenance is performed during low-traffic periods, typically between 04:00 and 07:00 BRT. We will provide at least 48 hours advance notice for scheduled maintenance through Discord announcements and email notifications.
Emergency maintenance: In rare cases where urgent security patches or critical fixes are required, we may perform emergency maintenance with shorter notice. We will communicate the reason and expected duration as quickly as possible through all available channels.
RVN Shield employs automated monitoring across all infrastructure components. We track service health, detection latency, dashboard availability, and alert delivery in real time.
We maintain redundant infrastructure across multiple regions to ensure service continuity. Detection logs, ban records, and dashboard data are backed up daily and retained for a minimum of 90 days. In the event of a disaster recovery scenario, we commit to restoring full service within 4 hours of the incident.
RVN Shield reserves the right to update this SLA at any time. We will notify subscribers of material changes at least 30 days in advance via email. Changes will not apply retroactively to any ongoing service credit claims. Your continued use of the Service after the modification period constitutes acceptance of the updated SLA.
For SLA-related inquiries, credit requests, or to report a service issue:
Email: contato@synq.solutions
Discord: Join our community
We take our service commitments seriously. If you ever feel we are falling short, please reach out — we want to make it right.