Service Scope
We agree to provide web hosting and support services for your website, including but not limited to server uptime, security, backups, updates, and bug fixes.
Support Availability
We will be available for support on Fridays only, from 09:00 to 17:00 (CET/CEST). Any requests or issues raised outside of these hours will be responded to within the next business day.
Response time
We will aim to first respond to any request or issue within the following time frames:
- Critical events: 1 hour
- Important events: 4 hours
- Other events: best effort
Resolution time
We will aim to resolve any request or issue within the following time frames:
- Critical events: 8 hours
- Important events: 24 hours
- Other events: best effort
Uptime guarantee
We guarantee at least 97% uptime your website, calculated on an annual basis (not including planned maintenance tasks for which there is an agreement). Any downtime exceeding this threshold will be compensated by a credit of 10% of the monthly fee for each hour of excess downtime.
Termination
Either party may terminate this agreement at any given moment with a written notice of at least 30 days in advance. The party that initiated the termination, will bare the financial responsibility towards the other party (if any).