Service Level Agreements
- ✓Availability SLA
- ✓Support SLA
- ✓SLA Guarantees
- ✓SLA Refunds
Service Level Agreement Details
In our SLAs, we distinguish between availability SLAs and support SLAs. The availability SLA refers to the pure availability of the network or the server, the support SLA refers to the response times of our customer support.
Our SLA, which we guarantee by default to our customers at no extra charge, is as follows:
Guaranteed availability refers to faults only. Announced maintenance is not considered in the SLA availability.
Always included free of charge - our standard SLA
Service and Network Availability (Availability SLA) - Core Network
Service and Network Availability (Availability SLA) - Business/Enterprise Server
Service and Network Availability (Availability SLA) - Premium/Performance Server
Support requests (support SLA)
SLA on availability of services / network
The requirements of our customers are as diverse as our server offerings. Not all of our servers have redundant power supplies, not all of our customers need high availability of the server.
Therefore we have a very high variance in our server products and therefore we cannot guarantee availability of the servers as such by default. What we do have full influence on, and what is organized and monitored by us at all times, is our network. We therefore guarantee a very high SLA on our network by default and distinguish between core and TOR network. By core network we mean the general network infrastructure and by TOR network we mean the direct network port on the server itself.
On request we can agree on an individual availability SLA on server systems or a cluster setup. However, the guarantees and the reimbursement in case of non-compliance with the SLA is very much dependent on the concept and the customer requirements and must therefore be negotiated individually according to customer requirements. We are happy to use an SLA from other customer projects as a reference here.
Support SLA Tariffs
We always assume maximum values for our support SLA. Our support response time may be a maximum of 8 hours for our standard SLA. This does not mean that our customers will only receive a response to the ticket after 8 hours, it is much more to be considered as a maximum maximum value. As a rule, our employees respond to support requests much faster, even outside our business hours.
If our standard SLA on customer support response times is not sufficient, we can offer individual support SLA agreements with shorter maximum response times.
The table below contains an overview of our standard support SLA levels.
If you have any questions regarding our support SLA, please do not hesitate to contact us.
Support SLA rates in detail
SLA Refunds
In the end, an agreed SLA is only worth as much as the refund that occurs if the SLA is not met. If we fail to meet agreed SLA parameters or exceed downtime, you as the customer are entitled to a refund in the form of a credit.
The amount of the credit is calculated from the product of the downtime outside the guaranteed SLA parameters and the total monthly hosting fee. The credit is then deposited in the customer account for the next billing period.
We generally do not exclude individual SLA refunds, this can be negotiated with our sales team in the course of an individual availability guarantee.
Service Level Agreements in general
In the hosting sector, Service Level Agreements are agreements between the hosting service provider and the customer regarding the availability of services or support response times. In addition, SLAs can also contain provisions for the performance of maintenance work or for the installation of updates.
SLAs thus help service providers to define customer expectations and their severity. Customers with a low SLA level are therefore generally less sensitive to disruptions than customers with a high SLA level.
Target and Cost
The goal of an SLA is to find clear agreements between customer and service provider and thus define the customer's expectation and the service provider's fulfillment. The SLA specifications must be achievable and realistic so that they can be met in the end.
The stricter an SLA is for the service provider, the more effort the provider must invest in meeting the SLA parameters in order to avoid a breach of the SLA - because a breach of an SLA is usually accompanied by a refund or compensation.
In addition to the risk assessment of a possible refund due to non-fulfillment of the SLA, the additional costs for stricter SLA parameters also reflect the higher effort required to fulfill the agreed SLA.