Service Level (SLA)
Our monthly availability commitment for infrastructure services and how it is measured.
Monthly Availability Commitment
99%
allowed downtime: 7 h 18 min 18 s / average month
Maximum Downtime Allowed by the Commitment
| Period | Maximum downtime |
|---|---|
| Daily | 14 min 24 s |
| Weekly | 1 h 40 min 48 s |
| 30-day month | 7 h 12 min |
| Average month | 7 h 18 min 18 s |
| 31-day month | 7 h 26 min 24 s |
| Yearly | 3 d 15 h 36 min |
Definitions
- Availability
- The share of a calendar month during which the service runs without interruption: (total time − downtime) / total time.
- Downtime
- Time during which a covered service is unreachable for a reason within our infrastructure. It counts from the moment it is detected until the service is reachable again.
- Planned Maintenance
- Work announced in advance to update or improve the infrastructure. Planned maintenance is not counted as downtime.
- Measurement
- Availability is measured by our monitoring systems checking the services at regular intervals, and calculated separately for each calendar month.
Scope
For each service, the commitment covers the layer described below.
- Web Hosting
Availability of the shared hosting platform (web, email and database services) and its network connection.
- Cloud VPS
Availability of the virtualization platform and network connection. The operating system and software on your server are managed by you.
- Dedicated Server
Availability of network connectivity and power to your server. The operating system and software layer are not covered.
- Colocation
Availability of power and network connectivity provided to your equipment.
How to Claim
- 1Open a support ticket in the client area.
- 2State the service and when the downtime started and ended (with time zone).
- 3We check your claim against our monitoring records; if it qualifies, the credit is added to your account.