SLA

This Service Level Agreement (“SLA”) outlines the service availability and performance commitments provided by GermanyServerHost to its customers for Germany-based server hosting services.

1. Uptime Guarantee

GermanyServerHost is committed to delivering a 99.9% monthly uptime guarantee for its hosting services

  • Uptime” is defined as the time during which the customer’s server is reachable and operational via the public internet.
  • The uptime guarantee applies to network availability and core infrastructure components within our control.
  • Scheduled maintenance and events beyond our reasonable control are excluded from this guarantee.

2. Measurement Period

  • Uptime is calculated on a monthly billing cycle.
  • Downtime” refers to any period during which the server is inaccessible due to verified network or infrastructure issues attributable to GermanyServerHost.
  • Downtime is measured from the time the issue is confirmed by our technical team until service restoration.

3. Exclusions

The uptime guarantee and SLA commitments do not apply to downtime resulting from:

  • Scheduled or emergency maintenance (with or without prior notice
  • Customer-side misconfiguration or software errors
  • Third-party applications, scripts, or services
  • DDoS attacks or malicious activity beyond mitigation capacity
  • Force majeure events (including natural disasters, power grid failures, government actions, etc.)
  • Suspension due to violation of Terms & Conditions
  • Issues caused by customer-provided code, content, or system modifications

4. Support & Monitoring

  • GermanyServerHost provides 24/7 technical support for infrastructure-related issues covered under the hosting plan.
  • Customers are responsible for monitoring their own services and applications to ensure business continuity.
  • Managed services (if purchased) may include additional monitoring and proactive support.

5. Modifications to the SLA

GermanyServerHost reserves the right to modify this SLA to reflect infrastructure upgrades, service enhancements, or regulatory requirements.

6. Effective Date

This SLA becomes effective on the date of service activation and remains valid for the duration of the hosting subscription or contract.