Service Level Agreement

Uptime commitment

We aim for 99.9 percent monthly availability of the network and host infrastructure for every active server. Availability is measured as the share of minutes in a calendar month in which your server is reachable from our network monitoring and its host is running.

What counts as downtime

Downtime is an unplanned period of at least 5 consecutive minutes in which your server is unreachable because of a failure in our hardware, power, network or virtualization layer.

• Scheduled maintenance announced at least 48 hours in advance
• Problems caused by your software, configuration, firewall rules or operating system
• Suspension under the Terms of Service or the Acceptable Use Policy
• Attacks against your own server that require filtering or null routing
• Events outside our reasonable control, such as natural disasters or failures of upstream networks beyond our edge

Service credits

If monthly availability falls below the commitment, you are entitled to a credit on the monthly fee of the affected server:

• Below 99.9 percent and at or above 99.0 percent: 10 percent credit
• Below 99.0 percent and at or above 95.0 percent: 25 percent credit
• Below 95.0 percent: 50 percent credit

Credits are applied to your next invoice and cannot exceed 50 percent of the monthly fee of the affected server.

How to claim

Open a ticket within 30 days of the end of the affected month, listing the server, dates and times of the downtime. We confirm the outcome after checking our monitoring data.

Maintenance

We announce planned maintenance by email at least 48 hours in advance and schedule it outside peak hours for the location where possible. Emergency security fixes may need shorter notice.