SLA & Service Terms

This document describes the service objectives and supplementary service terms for the KVM hosting services of [Your Name / Company Name]. It supplements the General Terms and Conditions and the respective product description.

1. Scope of Application

This SLA applies to all KVM hosting services (Packages Small, Medium, Large) agreed upon between [Company Name] and the customer and comes into effect upon conclusion of the contract.

2. Availability Target

The provider aims for a monthly network and platform availability of [e.g., 99.5%], measured by the availability of the network uplink and the hypervisor platform in the data center.

The following are not included in the availability calculation:

• Planned maintenance work (with prior notice)
• Outages due to force majeure (e.g., natural disasters, power outage in the data center without redundancy)
• Outages that are within the customer's responsibility (e.g., incorrect configuration within the VM, blocking by the customer)
• DDoS attacks that overload the provider's filtering system

3. Planned Maintenance

Maintenance work will – as far as possible – be announced at least [e.g., 24 hours] in advance via email or status page. During this time, short interruptions may occur. Emergency maintenance to avert security incidents can be carried out without prior notice.

4. Support Response Times

Support can be reached via: [Email / Ticket System / Discord – fill in]. Response times are target values, not guaranteed deadlines.

5. Backups

[If backups are offered:] Automatic backups are performed [e.g., daily] and retained for [e.g., 7 days]. Restoration is available upon request via ticket.

Note: Backups do not replace the customer's own responsibility for data backup. The provider assumes no liability for data loss resulting from incorrect configuration, attacks within the VM, or other customer-side causes.

6. DDoS Protection

All packages include network-side DDoS protection. The protection automatically filters malicious traffic. In the event of very large-volume attacks that exceed the filtering capacity, temporary restrictions may occur. Full protection against every type and scale of DDoS attack cannot be guaranteed.

7. Credits (optional)

In the event of a proven failure to meet the availability target (excluding the exceptions mentioned in § 2), a credit in the form of a pro-rata extension of the contract term may be granted upon request. There is no automatic entitlement; evaluation is made on a case-by-case basis.

8. Changes to this SLA

The provider reserves the right to adjust this SLA with reasonable notice (at least [e.g., 30 days]). For ongoing contracts, changes will only apply after the notice period has expired, unless mandatory law stipulates otherwise.

Status: [Month Year]