Service Level Agreement

This Service Level Agreement (“SLA”) is part of the Terms of Service and of the Public Offer.

1. Scope

This SLA covers Shared hosting, Managed WordPress, Reseller hosting and OpenClaw hosting plans. For VPS, dedicated servers and managed services, the commitments are those stated in the plan description at the time of order.

2. Availability commitment

We commit to 99.9% monthly availability of each covered service. That allows about 43 minutes of downtime in a 30-day month.

3. How availability is measured

A service is unavailable when our monitoring confirms that the web server of the hosting node serving it does not respond for at least one minute. Monitoring runs continuously, and the current status is published at status.insave.hosting.

Monthly availability is the share of minutes in the calendar month during which the service was not unavailable. Problems inside your site or application, for example a broken plugin or a script error, are not unavailability of the service.

4. Exclusions

Downtime does not count when it is caused by:

1. Scheduled maintenance announced at least 48 hours in advance in the client area or by e-mail, up to 4 hours per month.
2. Emergency security maintenance needed to protect customers from an actively exploited vulnerability.
3. Your content, code, configuration or actions, or a breach of the Terms or the Acceptable Use Policy, including suspension for non-payment or abuse.
4. Attacks on your service that exceed reasonable protection, or measures we take to stop them.
5. Problems outside our network: DNS or registry outages, your internet provider, or third-party services you use.
6. Force majeure as described in the Terms.

5. Service credits

If we miss the commitment in a calendar month, you are entitled to a credit on the monthly fee of the affected service:

For plans paid for longer cycles, the monthly fee is the cycle price divided by the number of months in it. Credits are added to your account balance and used for future invoices. They are not paid out in cash, cannot exceed 50% of the monthly fee, and are the sole financial remedy for missing the commitment, without prejudice to the rights mandatory consumer law gives you.

6. How to claim

Open a ticket in the client area within 30 days after the end of the month concerned, with the affected service and the approximate times of the downtime. We check the claim against our monitoring data and reply within 10 business days.

7. Support

You can open support tickets in the client area at any time. Response targets for managed services are part of their plan description.