Standard Service Level Agreement (SLA)
Clear, measurable service guarantees instead of vague promises: our standard SLA bindingly defines availability, response times and service credits for all cloud, colocation and managed-service products – operated in Tier III-equivalent data centres in Frankfurt am Main.
Reliability you can measure
A Service Level Agreement is more than a document – it is our binding service commitment. While many providers rely on vague “best effort” wording, we define exactly what availability you can expect, how quickly we respond to incidents and what happens if a value is not met. This gives your IT and your business genuine planning certainty.
Our standard SLA applies across all products – cloud, server, colocation and managed services – and is supplemented by product-specific annexes. So you always know exactly where you stand with every service you obtain.
99.9 % guaranteed availability – optionally 99.95 %
The standard tier of 99.9 % availability is included in every product at no extra charge. This corresponds to a maximum of around 43 minutes of unplanned downtime per month. For high-availability services – such as our CloudStack Private Cloud, HA clusters or Managed Kubernetes – we optionally offer the Premium tier at 99.95 % (a maximum of around 22 minutes per month).
| Tier | Guaranteed availability | Max. unplanned downtime/month | Available for |
|---|---|---|---|
| Standard | 99.9 % | approx. 43 minutes | all products, included at no extra charge |
| Premium (optional) | 99.95 % | approx. 22 minutes | high-availability services, surcharge applies |
Premium SLA – for particularly high requirements
The Premium tier is aimed at customers whose business depends on maximum availability – for example when operating business-critical applications, e-commerce platforms, production systems with tight maintenance windows or services for their own end customers. It halves the maximum permissible downtime compared to the standard tier and applies to high-availability products such as the CloudStack Private Cloud, HA clusters and Managed Kubernetes. The Premium tier is expressly agreed in the service contract; we are happy to discuss whether it is sensible and technically suitable for your project as part of a consultation.
Availability is measured transparently via our monitoring system at intervals of no more than 60 seconds. On request, we provide you with the relevant evaluations.
Defined response times around the clock
Incidents are processed 24/7 and classified by severity. Guaranteed response times apply to each severity level:
- P1 – Critical (complete outage): response in under 1 hour, restoration targeted in under 4 hours
- P2 – High (significant impairment): response in under 4 hours
- P3 – Medium (partial impairment): response in under 8 hours
- P4 – Low (enquiry/service request): response on the next business day
A dedicated 24/7 escalation path is available for critical incidents.
Service credits – should we ever fail to keep our promise
If the guaranteed availability is ever not met in a given month, you receive a credit against the monthly charge of the affected service – graduated according to the availability actually achieved, up to 30 %. These service credits are easy to claim by email. This way, we share the availability risk rather than leaving it with you alone.
Operated in Tier III-equivalent data centres
All services are provided in the carrier-neutral Digital Realty data centres at Digital Park Ostend in Frankfurt am Main (primarily FRA15). These are designed to be Tier III-equivalent by common standards – with concurrently maintainable power and cooling systems, certified to ISO 27001, ISO 22301, SOC 2 and further standards, operated with 100 % renewable energy.
Multiply redundant fibre connections, direct access to DE-CIX and DDoS protection ensure a stable and secure connection. Processing takes place exclusively in Germany – GDPR-compliant and without third-country transfer.
Modular structure – tailored to your product
The SLA consists of a general part and product-specific annexes for CloudStack Private Cloud, Proxmox, VMware, Dedicated & HPC servers, Colocation, Kubernetes as well as optional add-ons for storage and backup. The general part and the annex applicable to your product are decisive jointly.
Questions about the SLA?
Would you like to know which service levels apply to your specific project, or do you need the Premium tier at 99.95 %? We are happy to advise you and prepare a suitable offer.