09Contracts & legal
SLA and availability – 99.9% and credit for outages
What Nexthosting's SLA promises – 99.9% monthly availability, what does not count as an outage, maintenance and how to claim a credit if the target is missed.
In short
For game servers, VPS, webspace and WordPress hosting, dedicated servers and Discord bot hosting, Nexthosting promises an availability of 99.9% on a monthly average. That is roughly 43 minutes of unplanned outage in a month of 30 days. If the promise is missed, you get a credit of 5 to 25% of the monthly fee to your balance, on request by ticket.
Which products the SLA covers
Section titled “Which products the SLA covers”| Covers | Does not cover |
|---|---|
| Game servers | Domain registrations and services of registries/registrars |
| VPS servers | Free services, trial access, preview or beta features |
| Webspace and WordPress hosting | Third-party services that Nexthosting only arranges |
| Dedicated servers | Individually agreed project and consulting services (unless agreed otherwise) |
| Discord bot hosting |
What is promised
Section titled “What is promised”- 99.9% on a monthly average; the reference period is the calendar month (SLA item 2).
- The promise covers the infrastructure Nexthosting is responsible for: power and cooling in the data centre, the network connection up to the handover point to the internet, and the host system or hosting platform your product runs on.
- It is measured with Nexthosting’s monitoring: (minutes of the month − outage minutes) ÷ minutes of the month × 100. An outage begins when monitoring detects it or when you report a verifiable fault by ticket, and ends when the product is reachable again (item 3).
What does not count as an outage
Section titled “What does not count as an outage”Under SLA item 4, these times, among others, do not count as an outage:
- announced maintenance work and urgent security measures,
- force majeure and events Nexthosting is not responsible for,
- faults outside the Nexthosting infrastructure, such as your internet connection or other networks, DNS or registries,
- DDoS attacks and the filters that defend against them,
- software, mods, plugins, scripts and settings that you use,
- exceeding the booked resources and violations of the AGB or AUP (acceptable use policy),
- suspensions under the AGB, in particular for late payment or abuse,
- times when your cooperation is missing or you postpone a recovery,
- for dedicated servers, the replacement of defective hardware,
- the failure of individual functions as long as the product itself is reachable.
Maintenance
Section titled “Maintenance”Nexthosting generally announces planned maintenance at least 48 hours in advance – via the status page, by email or in the customer area – and schedules it at low-load times where possible. Urgent measures may be needed at shorter notice or without notice; Nexthosting then informs you as early as possible (item 5). More in Status page and maintenance.
Reporting faults and response time
Section titled “Reporting faults and response time”| Topic | Rule |
|---|---|
| Monitoring | around the clock (technical operation) |
| Reporting a fault | preferably by ticket in the customer area, otherwise by email to support@nexthosting.net |
| Support hours | Monday to Friday, 09:00 to 18:00 |
| Response time | generally within 24 hours – a target for the first reply, not a promised resolution time |
| Discord | help from the team and community, with no promised response time |
In your report, state the affected service, the time and a description of the fault. Tips are in Describing errors well.
Credit if the target is missed
Section titled “Credit if the target is missed”| Availability in the calendar month | Credit on the monthly fee |
|---|---|
| below 99.9% up to and including 99.0% | 5% |
| below 99.0% up to and including 95.0% | 10% |
| below 95.0% | 25% |
- Outage in the month
- Open a ticketwithin 30 days after the end of the month, with service and period
- Reviewbased on the measurement data
- Credit to your balanceoffset against future fees
- Open a ticket in the customer area within 30 days after the end of the affected month.
- State the affected service and the period of the fault.
- After review, the credit is added to your Guthaben (credit balance) in the customer account and offset against future fees.
The following applies (SLA item 7):
- There is one credit per service and month, at most 25% of that service’s monthly fee.
- For longer billing periods, the share falling on one month counts. One-off fees and extras do not count.
- No entitlement while you are in default with payments due for that service.
- The credit is offset against other claims for the same event, for example a price reduction or damages. Your statutory rights are not affected.
Frequently asked questions
Section titled “Frequently asked questions”Is the SLA a guarantee?
Section titled “Is the SLA a guarantee?”No. The SLA describes the contractually agreed availability. It is not a guarantee in the sense of liability regardless of fault (item 8).
Is the credit paid out?
Section titled “Is the credit paid out?”No, it is added to your balance and offset against future invoices.
Does a DDoS attack count as an outage?
Section titled “Does a DDoS attack count as an outage?”No. Attacks and the measures to defend against them are excluded. How the protection works is explained in DDoS protection and attacks.
Can the SLA change?
Section titled “Can the SLA change?”Yes, with effect for the future. Nexthosting informs you in advance in text form of material changes to your disadvantage (item 9).