We guarantee a minimum uptime of 99% per calendar month for the servers on which your website runs. This means that your website is almost always accessible.

What is covered by the uptime guarantee?

• Server downtime due to hardware or network errors is our responsibility and will be resolved immediately.
• Problems caused by application errors (for example due to incorrect plugins, themes or third-party modifications) are not covered by the uptime guarantee, but we are happy to support you in solving them.

Downtime due to own errors: If downtime is caused by changes made by the customer or third parties, for example uploading outdated or incompatible plug-ins, we offer assistance at a reduced rate to get the website up and running again.

Scalability for growth:
For higher visitor numbers or more complex applications, we ensure timely migration to more powerful server solutions. Any costs for a higher hosting package are always communicated in advance.

Scheduled maintenance:

• Twice a year we manually perform scheduled updates to keep WordPress, themes and plugins up to date.
• Based on the complexity and size of the website, we update the site on a staging in some cases. We also take into account the timing of the update. For example, we do large websites first in the morning.

Problems during updates?
If an update leads to a conflict or error, we will solve this free of charge within the SLA. Please note that in some cases we are forced to repurchase certain licenses to solve the problem.

Daily backups:
We make full backups of your website daily and store them for 30 days. In case of problems, we can easily restore your website to a previous state.

Recovery process:

• Free recovery: Restoring a backup is included in our SLA.
• Data Integrity: Please note that changes made after backup may be lost.

Dissolution times:

• Critical issues: We will resolve issues where the website is inaccessible or important functionalities fail within 4 hours during office hours, provided we are not dependent on external parties.
• Non-critical issues: We resolve minor issues within 48 hours or schedule them in consultation.

Always available:

• Working days: Available by telephone and e-mail from 9:00 AM to 5:00 PM.
• Emergency: Available until 10:00 PM and can be arranged during the weekend.

Content changes:

• Standard SLA: No content changes included.

• Direct debit is required
• The contract is entered into for 1 year and can be cancelled on a monthly basis thereafter.
• The information on this page provides an overview of our SLA services. For full details and legally binding agreements, please refer to the SLA agreement that we conclude with you. In the event of any conflict between this page and the contract, the contract shall always prevail.
• In the unlikely event that downtime occurs due to our hosting or maintenance services, we will offer compensation in the form of an extension of the hosting period by one or more months. The extent of the compensation will be determined based on the severity of the situation and the extent to which the agreements in the SLA have not been adhered to.