Service Level Agreement
Guaranteed availability
We guarantee service availability of at least 99.9% of the time per month. In case of breach of this guarantee, compensation is provided in the form of account credit. The amount of compensation depends on the degree of SLA breach; specific figures and accrual procedure are set out in the client agreement.
Network
Availability includes the operation of hosts, the Provider's network and channels to data centres. Availability of the Client's network or external networks outside our infrastructure is not guaranteed.
Response time
Technical support responds to requests within 4 hours during business hours. Critical issues are handled with priority.
Backup
Automatic backups are performed daily. Data is retained for 30 days.
Detailed guarantee and compensation figures are set out in the offer agreement and individual client terms.