Service Levels

1. Availability#

1.1 Commitment#

We target 99.5% monthly availability for hosted websites and email.

That allows roughly 3 hours 39 minutes of unplanned downtime per month.

Why not 99.9%? 99.9% permits 43 minutes a month. On a single node with no automatic failover, one kernel update plus one incident breaches it. Do not advertise a figure you cannot meet — an SLA you routinely breach is worse than a modest one you keep. Revisit when a second node and failover exist.

1.2 How it is measured#

1.2.1 Availability is measured by external monitoring, checking each site at least every 5 minutes from outside our network.

1.2.2 A site is unavailable when two consecutive checks fail to receive a valid HTTP response within 30 seconds.

1.2.3 Measured monthly, per site.

1.2.4 Monitoring data is available to clients on request.

1.3 What does not count as downtime#

• Planned maintenance announced at least 48 hours in advance, capped at 4 hours per month, scheduled outside 08:00–20:00 CET where possible.
• Emergency security maintenance, announced as early as practicable.
• Force majeure, per AGB §9.2.
• Faults caused by the client: their code, their content, their DNS changes, their credentials, or exceeding package limits.
• Failures of third parties outside our control — registries, certificate authorities, the client's own registrar, recipient mail servers.
• Suspension for non-payment or breach of the Acceptable Use Policy.
• Client-requested changes causing an outage.

2. Support#

2.1 Hours#

Monday–Friday, 09:00–17:00 CET, excluding public holidays at our registered office.

Requests outside these hours are received at the start of the next business day.

2.2 Response targets#

Time to a human response, not resolution:

Package	Response
Start	3 business days
Business	1 business day
Growth	Same business day
Custom	As agreed

Priority support (€25/month) moves any package to same business day.

2.3 Priority#

Level	Meaning	We aim to
Critical	Site or email completely down	Begin immediately during business hours
High	Major function broken; site otherwise up	Begin same business day
Normal	Minor fault, question, small change	Within the package response time
Low	Cosmetic, or a future request	Scheduled

We set the priority, reasonably and in good faith.

2.4 What support covers#

Included: faults in what we built or host; questions about using the dashboard; email setup help; DNS and domain issues; security concerns; content changes within the package allowance.

Not included, quoted separately: new features or pages; design changes; content beyond the allowance; third-party software we did not supply; training beyond initial handover; work caused by client changes.

3. Service credits#

3.1 If we miss the availability target#

Monthly availability	Credit
99.0% – 99.5%	10% of that month's fee
95.0% – 99.0%	25%
90.0% – 95.0%	50%
Below 90.0%	100%

3.2 How to claim#

3.2.1 Claim within 30 days of the month in question, in writing, with the dates and times.

3.2.2 We verify against monitoring data and apply the credit to the next invoice.

3.2.3 Credits are applied to fees. They are not paid in cash.

3.3 Limits#

3.3.1 Service credits are the sole and exclusive remedy for failure to meet the availability target.

3.3.2 Total credits in any month cannot exceed 100% of that month's fee.

3.3.3 No credit accrues while an account is materially overdue.

4. Repeated failure#

If we miss the availability target in three consecutive months, the client may terminate immediately on written notice, without penalty, and receives the free export described in AGB §5.6 regardless of how long they have been a client.

5. Our maintenance obligations#

We will:

• apply security updates to the platform, operating system and runtimes;
• renew TLS certificates automatically before expiry;
• monitor availability, disk, memory and certificate expiry;
• take and test backups per the Backup Policy;
• keep the platform patched against known vulnerabilities;
• notify clients of planned maintenance affecting them.

6. Review#

This SLA is reviewed annually. Changes follow AGB §12 — 60 days' notice, with a right to terminate if the client does not accept them.