SLA

1. Scope and Purpose

This SLA applies to all cloud-based hosting services provided by GermanyCloudServer (Cloud VPS, Managed Cloud, Enterprise Public/Private Cloud) for customers whose accounts are in good standing. This document defines the service quality, performance standards, support response times, and remedies available should these standards not be met. All data is hosted within German territory, ensuring strict adherence to GDPR and local data protection laws.

2. Service Commitments

Uptime Guarantee: We guarantee a minimum of 99.98% uptime for cloud instance availability and network connectivity per calendar month, powered by our Tier III certified data centers in Frankfurt.
Support Response Time: We commit to responding to critical support tickets within 30–60 minutes during business hours (24/7 for Enterprise plans).
Infrastructure Failover: Utilizing High-Availability (HA) architecture, in the event of hardware failure, instances will automatically migrate to healthy nodes within 15 minutes.
Data Sovereignty: 100% of your data remains in Germany, managed under German jurisdiction and security standards.

3. Remedies / Service Credits

If we fail to meet the guaranteed uptime, you are entitled to a service credit calculated as a percentage of your monthly fee:

Monthly Uptime Percentage	Service Credit (Monthly Fee)
< 99.98%	10% Credit
< 99.5%	25% Credit
< 99.0%	50% Credit
< 95.0%	100% Credit

Note: Maximum credit will not exceed 100% of the monthly amount paid for the affected service.

4. Exceptions (What is Not Covered)

Service credits will not be issued for downtime resulting from:

Scheduled Maintenance: Pre-announced upgrades (usually performed during low-traffic hours).
Force Majeure: Natural disasters or regional power grid failures beyond our control.
Client-Side Issues: Errors in custom code, third-party software, or security breaches due to weak passwords.
External Factors: Global ISP outages or large-scale DDoS attacks exceeding standard mitigation limits.

5. Requesting Credits

To request a credit, please follow this procedure:

Submit a Ticket: Email the billing department with your Account ID, Instance ID, and the outage timestamp.
Deadline: Requests must be submitted within 14 days of the incident.
Application: Approved credits will be applied to the next billing cycle.