Service level agreement

Our support team will respond to the client’s requests within 1 (one) hour. Once the Customer Care responds, the client will be provided with the estimated time needed to solve the problem or the confirmation that the problem has been resolved. Emergency solution time:

• no longer than 12 hours in case of critical issues;
• no longer than 1 day in case of non-critical issues.

Should our infrastructure's performance notably deviate from the guaranteed values, customers will be compensated according to the table below.

Infrastructure failure or malfunction:

• 95,1% to 99,0% - 10%
• 90.1% to 95.0% - 25%
• 90.0% and less - 60%

As a rule, we schedule the maintenance within our infrastructure from 00:30 to 4:30 Berlin time (UTC +1), and we will make every effort to notify you at least 5 days prior to the start of our maintenance work.

Refund Policy:

• Refunds are available for virtual hosting services and virtual dedicated servers (VDS). Refunds for other services are possible only in exceptional cases at the company’s discretion;
• refunds are issued only for services ordered for the first time. For example, if a client orders hosting, receives a refund, and later orders the service again, no refund will be provided;
• refunds are processed within 10 business days from the date of the cancellation request;
• refunds are not issued for web hosting reseller services;
• refunds are not issued in cases of violation of hosting service terms, as well as in cases of denial of protection if the resource is unavailable due to DDoS attacks;
• refunds are not issued for claims related to data loss without an up-to-date and functional backup provided by the client;
• all bonuses and discounts are deducted when processing a refund;
• the client is not entitled to a refund (MoneyBack) or compensation (SLA) if the ordered services were suspended or blocked due to violation of the terms of service;
• when paying for services with cryptocurrency, refunds via this method are unavailable and may only be issued to the billing system balance or via another available payment method (PayPal, Bank Transfer EUR, Credit Cards – Automated debit);
• refunds are only processed via PayPal, Bank Transfer EUR, or Credit Cards (Automated debit);
• a refund is possible only if the client has not opened a dispute in the payment system.

Compensation is not issued in cash but is credited to the internal account in the billing system. If the client cancels virtual hosting or VDS services within 14 days of activation, a full refund is guaranteed minus payment system fees – provided that a valid reason for cancellation is given.

The SLA does not cover loss of profit or compensation for business damages.