Service Level Agreement
This service level agreement defines the minimum level of service. The quality and definition of services to be rendered are regulated by this service level agreement.
Physical Security
Access security
- 24/7 facility protection services by a security company
- 24/7 video surveillance
- Logged access system (card reader)
- Multi-stage access control (premises, building, Lampertz security room, cage), sealed exterior
Datacenter
- Fire detection and Argon distinguishers
- Air condition
- UPS in separate protected environment
Power supply
- Redundant power supply
- Ring-shaped connection to the public high-voltage grid (10 KV)
- Duplicate construction of power supply lines inside building
- Redundant power supply of each individual network cabinet
- Diesel generators
Security of the network infrastructure
Connection
- Connection to 170-GBit backbone, which has its own AS
- Multiple independent carriers
Routers
- Cisco backbone routers
- Redundant design of power supplies and modules
- Identical fallback routers in hot standby
Mean Time to Repair
| Container | Virtual | Dedicated |
|---|---|---|
| Reaction - 6.0 Hours | Reaction - 5.0 Hours | Reaction - 4.0 Hours |
| Repair - 6.0 Hours | Repair - 5.0 Hours | Repair - 4.0 Hours |
| Total - 12.0 Hours | Total - 10.0 Hours | Total - 8.0 Hours |
Credit for noncompliance with the guaranteed service level
For every 30 minutes of noncompliance with the guaranteed service level, we will credit 1/30 of the monthly charge (cost for one day). The maximum credit equals 50% of the monthly rent.
Planned/unplanned maintenance work
Since regular planned and unplanned maintenance work is necessary to maintain the safety of on-going operations for OneTouch Hosting and its carrier, we will schedule corresponding maintenance windows. The client will be informed of them in due time. Such maintenance is considered contractual service time and resulting impairment of availability shall not be counted as downtime.
If possible, maintenance will be performed on Monday through Sunday between 23:00 and 07:00 UTC. If this is not possible, maintenance may also be performed at any other time. We will try to keep any disturbance to on-going operation at a minimum.
Notification of planned maintenance will occur as early as possible. Since the carriers of the OneTouch Hosting have their own maintenance schedules, policies on maintenance times and notification periods may differ.
Notification of interruptions
In case of noncompliance with services guaranteed by this SLA within one calendar month, the OneTouch Hosting will grant a credit upon written request according to the terms below.
Credits can only be granted if the client submits the request within three calendar days after the end of the calendar month for which he or she claims an interruption to the OneTouch Hosting in writing via letter. The total amount of all accumulated credits is limited to 50% of the monthly rent of an affected server.
In addition, OneTouch Hosting is not liable for any indirect, incidental, special, consequential, or punitive damages, including, without limitation, loss of profits, data, or business of the client.
Legal disclaimer
Claims against the OneTouch Hosting due to noncompliance of this Service Level Agreement are only valid if the noncompliance is solely the responsibility of the OneTouch Hosting. This is not the case in the specific following instances:
- Outages and interruptions outside the network of OneTouch Hosting and its carriers
- DNS routing problems outside then network of OneTouch Hosting and its carriers
- Outages and/or interruptions due to insufficient security or faulty operation of the software by the client
- Virtual attacks by third parties (e.g. DoS or viruses) against then network of the OneTouch Hosting
- Virtual attacks (e.g. DoS or viruses) that originate from the client’s servers
- Errors or outages that are erroneously reported by the client’s monitoring programms
- Outages due to maintenance work by OneTouch Hosting and its carriers
If the OneTouch Hosting determines that an impairment reported by the client does not fall under the warranty, OneTouch Hosting will charge the client for this error search and rectification.
Termination and amendments
The OneTouch Hosting reserves the right to make amendments to or remove individual articles of this SLA. A possible change will be announced at the latest four weeks before the end of the server’s contract term and applies to the following contract period. This does not affect the notice period of the contract.
Severability clause
If an individual provision of this Service Level Agreement becomes null and void, this shall not affect the validity of the remaining provisions. Partial invalidity does not imply the invalidity of the entire agreement. The parties commit in advance to finding alternate provisions that best approximate the economic purposes of the contract in the case of invalidity or nullity of individual provisions. Additional agreements, amendments or supplements require the written form to be valid.