SLA

SERVICE LEVEL AGREEMENT (SLA)

1. Agreement Overview

This Service Level Agreement (“SLA”) is an integral part of the contract between CloudHostingGermany (“Provider”, “we”, “us”, “our”) and you, the customer (“Customer”, “you”, “your”). This SLA outlines the levels of service you can expect when using our cloud hosting services, including VPS hosting, dedicated servers, and related cloud infrastructure.

2. Service Commitment

CloudHostingGermany aims to provide high availability and performance for all hosted services. We commit to providing an availability level of at least 99.9% uptime for our core hosting services during each monthly billing cycle, excluding scheduled maintenance and force majeure events.

2.1 Uptime Definition

“Uptime” refers to the total time the services are available and accessible to Customer, measured against the total time in a given calendar month.

2.2 SLA Credits

If uptime for the covered services falls below the agreed threshold:

  • ≥ 99.0% and < 99.9%: Credit of 5% of monthly service fees.
  • ≥ 95.0% and < 99.0%: Credit of 10% of monthly service fees.
  • < 95.0%: Credit of 25% of monthly service fees.

Credits will be applied to the next billing cycle and do not exceed the total monthly fee for the affected service.

2.3 Exclusions

The SLA does not apply to downtime caused by:

  • Scheduled maintenance with prior notice.
  • Customer’s software or configuration errors.
  • Third‑party services outside Provider’s control.
  • Network interruptions outside Provider’s network.

3. Support Response Times

CloudHostingGermany provides 24/7 technical support for critical issues. Response times are measured from the time a ticket is submitted:

  • Critical issues: Response within 1 hour.
  • High priority: Response within 4 hours.
  • Normal issues: Response within 24 hours.

Support shall be provided via our ticketing system and email.