Paid Hosting SLA
Last reviewed: 3 July 2026
1. Plain-English Summary
This SLA tells you what availability and support targets apply to paid hosting.
Starter is intentionally best effort and has no paid uptime commitment. Pro has a 99.5% monthly target for the hosted website/app endpoint. Business may have a 99.9% monthly target only after the dedicated EU-resident setup is confirmed in the order.
Support is business-hours support. We do not promise 24/7 human support for M0.1. Service credits are not offered for Starter or Pro. Business service credits are possible only where the order includes the Business SLA and monitoring evidence supports the claim.
2. Availability Target by Plan
| Plan | Monthly web-hosting availability target | Credit eligibility |
|---|---|---|
| Starter | Best effort; no paid uptime commitment | No service credits |
| Pro | 99.5% target for production website/app endpoint | No service credits at M0.1 |
| Business | 99.9% target for production website/app endpoint only after dedicated EU-resident server/provider setup is confirmed | Service credits only if included in the Business order |
The Starter and Pro figures are operational availability targets, not guaranteed service levels: they are what we design and operate toward, but they carry no availability guarantee and no service credit. A guaranteed availability commitment with credits is offered only under a Business order once the dedicated EU-resident setup is confirmed (section 7).
Availability is measured monthly against the production website/app HTTP endpoint we monitor for the customer. Downtime counts only after at least two consecutive failed checks and at least five minutes of continuous unavailability.
Public/customer status should treat 1-minute HTTP/certificate/backup checks as the operating target. The portal health snapshot runs on a 1-minute timer and can be manually refreshed. Action API polling for queued host actions is separate and is not itself an uptime promise.
3. Support First-Response Targets
Support channel: portal support ticket or support email. Business days means Monday-Friday excluding Dutch public holidays, during normal Dutch business hours, unless an order says otherwise.
| Priority | Meaning | Starter | Pro | Business |
|---|---|---|---|---|
| P1 | Hosted production website/app unavailable or materially unusable for most users | 1 business day | 4 business hours | 2 business hours |
| P2 | Major production degradation with workaround or limited user impact | 2 business days | 1 business day | 4 business hours |
| P3 | Non-urgent fault, configuration help, or degraded non-critical function | 3 business days | 2 business days | 1 business day |
| P4 | General question, planned change, documentation, or low-impact request | 5 business days | 3 business days | 2 business days |
First response means an initial human or support-team response acknowledging the issue and starting triage. It is not a fix-time guarantee.
4. Maintenance
Regular maintenance window: Sunday 22:00-02:00 CET/CEST.
Monthly planned-maintenance budget: up to 2 hours.
Planned customer-impacting maintenance notice targets:
- Starter: 3 business days;
- Pro: 5 business days;
- Business: 7 business days.
Emergency, legal, abuse, or security maintenance may happen with shorter notice where reasonably necessary.
Planned maintenance within the notice/window rules does not count as downtime for availability calculations.
5. Backups, RPO, and RTO Targets
| Plan | Backup posture (target) | RPO target | RTO target |
|---|---|---|---|
| Starter | Weekly backups are the target posture. Daily backups only if the add-on is enabled. | 7 days, or 24 hours with daily-backup add-on | 2 business days for weekly-backup restore; 1 business day when daily backup is active |
| Pro | Weekly is the target posture; daily + 30-day retention only when the daily-backups add-on is enabled. | 7 days, or 24 hours with daily-backup add-on | 2 business days without daily backup; 1 business day when daily backup is active |
| Business | Daily backups with 30-day retention are the target posture. | 24 hours | 8 business hours target for standard data restore; disaster/full-app restore remains best-effort runbook-driven until full restore automation and monthly restore evidence are in place |
RPO is the target maximum age of restorable data. RTO is the target time to complete a standard restore after we have confirmed scope, access, and restore path. The RPO and RTO figures above are objectives we work toward, not guarantees, and no backup or restore service credit applies.
Important, and stated honestly: automated backup coverage for newly provisioned customer apps is still being rolled out, and it is not guaranteed until your app's portal or status page shows a confirmed recent backup. Restores are currently best-effort and have not yet passed routine tested-restore validation. Until we publish that a plan's backups are automatically covered and restores are routinely tested, backups and restores for that plan are provided on a reasonable-effort basis only. Engineering has evidence for backup execution and portal-triggered full shared-host backup completion on 26 June 2026; monthly staging restore validation and full-app/off-server restore automation remain operational acceptance work.
Backups are a recovery aid, not a substitute for your own records or continuity plan. You remain responsible for keeping an independent export or backup of business-critical data; see Terms section 8.
6. Exclusions
The following do not count against availability or support targets:
- planned maintenance within this SLA;
- emergency/security/legal/abuse maintenance;
- customer content, code, configuration, DNS settings, credentials, third-party integrations, or customer instructions;
- customer devices, browsers, local networks, internet access providers, or corporate firewalls;
- domain registry or registrar operations, verification, transfer locks, suspension, deletion, or disputes;
- DNS propagation outside our authoritative nameservers;
- mailbox provider availability until the EU mail provider is selected, declared, monitored, and evidenced;
- payment-provider failures;
- upstream EU infrastructure provider outages outside our reasonable control;
- force majeure events;
- abusive traffic, attacks, AUP enforcement, legal orders, law-enforcement, regulator, registry, registrar, or competent-authority action;
- providers not yet declared in the DPA/sub-processor list.
7. Business Service Credits
Starter and Pro do not include service credits at M0.1.
For Business, service credits apply only if the Business order includes the Business SLA, the dedicated EU-resident setup is confirmed, monitoring evidence is available, and the customer makes a claim within the claim period stated in the order. If the order is silent, the claim period is 30 days after the end of the affected month.
Business credit structure:
| Monthly availability for covered Business endpoint | Suggested credit |
|---|---|
| Below 99.9% and at or above 99.0% | 10% of affected monthly hosting fee |
| Below 99.0% and at or above 95.0% | 25% of affected monthly hosting fee |
| Below 95.0% | 50% of affected monthly hosting fee |
Credits should be capped at one month of the affected hosting fee, exclude add-ons, domains, registry/registrar fees, email, object storage, payment fees, taxes, and third-party pass-through charges, and be the sole SLA remedy for missing the Business availability target, without limiting mandatory legal rights.
8. Incident Communication
For material incidents affecting hosted production availability, we will use reasonable efforts to provide status updates through the portal, status page, or support channel. Post-incident follow-up for Business customers is handled through priority business-hours support.
Security incidents or personal-data breaches are handled under the DPA, Privacy Policy, and applicable law.