ECSO CLOUD

01Scope and eligibility

1.1

This Service Level Agreement (SLA) only applies to Enterprise customers who have concluded a separate SLA agreement with us. It is not automatically included in our products and can be requested from our sales team.

1.2

This SLA supplements our Terms of Service. In the event of contradictions, the provisions of this SLA take precedence.

02Definitions

Availability: The percentage of minutes in a calendar month during which the respective service is usable at the network handover point operated by us. Calculation: (total minutes − downtime minutes) ÷ total minutes × 100.
Downtime: A period during which the service is not usable, as confirmed by our monitoring systems. Periods excluded under Section 7 do not count as downtime.
Response time: The time between receipt of a correctly submitted request and the first qualified response by a technician.
Affected resource: The individual product booked by the Customer that is affected by the disruption.

03Service levels

Dedicated Servers

Maximum Fault Resolution Time: 2 Hours
Hardware Replacement (EU / Non-EU): 4 Hours / 8 Hours
Network Availability Guarantee: 99.99%
Power Availability Guarantee: 99.99%
Downtime Compensation (per incident): 5% of Monthly Fee

Cloud Services

Maximum Fault Resolution Time: 4 Hours
Network Availability Guarantee: 99.99%
Service Availability Guarantee: 99.99%
Downtime Compensation (per incident): 10% of Monthly Fee

IP Transit

Maximum Fault Resolution Time: 2 Hours
Network Availability Guarantee: 99.99%
Port Availability Guarantee: 99.99%
Downtime Compensation (per incident): 3% of Monthly Fee

04Enterprise support

Enterprise customers can reach our support around the clock via the following channels:

Hotline Support

Technical & Emergency

2 Hour Response Time

Helpdesk Support

Ticket-System

4 Hour Response Time

Email Support

support@ecso.cloud

No guaranteed response

05Response time credits

For every started hour by which the guaranteed response time is exceeded, the Customer receives a credit of 5% of the monthly fee of the affected resource. The total credit per incident is limited to the monthly fee of the affected resource.

06Maintenance and monitoring

6.1

Scheduled maintenance does not count as downtime, provided it has been announced at least 24 hours in advance. We notify SLA customers proactively via the ticket system about maintenance affecting their infrastructure. Upcoming maintenance windows can also be viewed at status.ecso.cloud.

6.2

We publish incident reports on our status page within the guaranteed response times after a disruption has been confirmed.

07Exclusions

The following do not count as downtime and do not give rise to credits:

Disruptions caused by actions, configurations, software or hardware of the Customer or of third parties attributable to the Customer
Disruptions outside the infrastructure operated by us, in particular in third-party networks or in the transmission path from the network handover point to the Customer
Hardware that is not owned by us, such as colocation equipment of the Customer
Scheduled maintenance announced in accordance with Section 6
Suspensions of services in accordance with our Terms of Service, e.g. due to payment default or abuse
Force majeure, such as natural disasters, war, terrorist attacks, official orders or large-scale power failures

08Claims and credits

8.1

Claims under this SLA must be submitted via the ticket system within 2 weeks of the complete resolution of the disruption. Claims that are not asserted within 30 days of the incident expire.

8.2

Credits are granted exclusively as service credits in the customer account and are not paid out. The total of all credits per calendar month is limited to 100% of the monthly fee of the affected resource.

8.3

Credits are offset against any claims for damages arising from the same incident. Further statutory claims, in particular in the event of intent or gross negligence, remain unaffected.