Service Level Agreement

Introduction

Welcome to Midhoster's Service Level Agreement (SLA), designed to outline the commitments and expectations we uphold in delivering reliable and quality services to our valued customers. This SLA outlines service availability, support levels, response times, incident handling, maintenance, exclusions, and compensation terms. It is important to note that while we strive to provide exceptional service, this SLA serves as a framework for guiding our efforts and should not be construed as a legally binding contract. No rights can be derived from this SLA, and Midhoster reserves the right to modify it as needed to improve our services.

Article 1: Scope and Objective

This Service Level Agreement (SLA) applies to the services provided by Midhoster to its customers. The objective of this SLA is to ensure the appropriate delivery of services, set clear expectations for service quality, and define the responsibilities of both Midhoster and its customers. This SLA covers the following aspects of service delivery:

  • Service availability and uptime;
  • Support levels and response times;
  • Incident categorization and resolution timelines;
  • Scheduled maintenance procedures;
  • Compensation in the event of service-level failures.

This SLA is applicable to all customers who subscribe to services offered by Midhoster and operates in conjunction with our Terms & Conditions.

Article 2: Service Availability and Uptime

Midhoster is committed to providing a reliable and stable service. We guarantee an uptime of 99.9% for our services on a monthly basis. Uptime is calculated as the percentage of total time in a calendar month that services are available to customers, excluding any planned maintenance or exclusions as outlined in Article 5 of our Terms & Conditions.

  • Service Uptime Guarantee: 99.9% uptime per calendar month.
  • Downtime Definition: Downtime is defined as the time when services are unavailable, except during planned maintenance or periods excluded under Article 5 of our Terms & Conditions.

In the event that we do not meet the uptime guarantee, customers may be eligible for compensation as detailed in Article 6.

Article 3: Support Levels and Response Times

Basic Support

  • Availability: Monday to Friday, 9:00 AM - 6:00 PM CET (excluding holidays).
  • Response Time: Within 48 business hours for non-urgent inquiries.

Standard Support

  • Availability: 24/7.
  • Response Time: Within 24 hours for non-urgent inquiries.

Premium Support

  • Availability: 24/7.
  • Response Time: Within 4 hours for non-urgent inquiries.

Response times begin once an issue is reported through the designated support channels provided by Midhoster.

Article 4: Incident Categorization and Resolution

Incidents are categorized based on their severity, and response and resolution times are adjusted accordingly.

Minor Incident: Service degradation or isolated issues affecting a single customer.

  • Response Time: Within 2 hours.
  • Resolution Time: Within 24 hours.

Major Incident: Significant degradation in service affecting multiple customers.

  • Response Time: Within 1 hour.
  • Resolution Time: Within 12 hours.

Critical Incident: Total service outage affecting all customers.

  • Response Time: Within 30 minutes.
  • Resolution Time: Within 4 hours.

Incident resolution times begin once the issue is confirmed by Midhoster’s support team.

Article 5: Scheduled Maintenance

Regular maintenance is required to ensure the stability, security, and optimal performance of our services. Midhoster will notify customers of planned maintenance at least 48 hours in advance.

  • Maintenance Windows: Typically scheduled during off-peak hours to minimize disruptions.
  • Expected Impact: We will strive to minimize service disruptions during maintenance periods, though some service interruptions may occur.

Article 6: Exclusions

This Service Level Agreement does not apply to disruptions or outages that are beyond the control of Midhoster, including but not limited to:

  • Natural disasters
  • Acts of terrorism
  • Internet service provider failures
  • Customer-specific configuration issues
  • Scheduled maintenance periods

For more detailed information on exclusions, refer to Article 5 of our Terms & Conditions, which always takes precedence.

Article 7: Compensation

If Midhoster does not meet the agreed-upon uptime guarantee, eligible customers may qualify for compensation in the form of service credits.

  • Eligibility for Compensation: Compensation is only applicable if the service uptime falls below the 99.9% monthly guarantee.
  • Compensation Process: Customers must submit a request for compensation within 30 days of the incident. Compensation is provided in the form of service credits, which may be applied toward future invoices.

For further details on compensation, please refer to Article 4 in our Terms & Conditions.