Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) describes the relationship between NexoraHost Service Provider (hereinafter referred to as “NexoraHost”) and its customers. It defines the quality standards and the scope of services provided by NexoraHost to ensure transparent and reliable cooperation.

1.1 Contact Options and Availability

Customers can contact NexoraHost via the ticket system, email, telephone, fax, or mail. The ticket system is the preferred option for fast and efficient processing.

For regular inquiries and lower-priority incidents, NexoraHost is available Monday to Friday from 09:00 to 17:30. For urgent matters, an emergency telephone service is also available.

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2. Definitions

2.1 Availability

The average monthly network and server availability is defined as follows:

Availability [%] = 100 × (agreed service time – unplanned downtime) / agreed service time

The agreed service time does not include scheduled maintenance (see section 5). Availability refers to the overall functionality of the system, not individual components.

2.2 Speed / Round Trip Time

Round Trip Time (RTT) describes the time it takes for a data packet to travel within NexoraHost's carrier network from source to destination and back.

2.3 Packet Loss

Packet loss occurs when data packets do not reach their destination. This can be caused by damaged lines, interference, or physical disruptions. The values apply exclusively to data transmission within NexoraHost’s carrier network.

2.4 Repair Times / Mean Time To Repair

The mean time to repair (MTTR) is defined as follows:

[t] = average time required to perform a repair or restore operations.

2.5 Monitoring / Reporting

NexoraHost regularly monitors network availability, server availability, speed, packet loss, and the services included in the products. All measurements refer exclusively to NexoraHost’s network and the data center's carrier network.

3. Subject of the Agreement

This SLA applies, unless otherwise agreed, to the products or product packages listed below. It supplements the concluded contract as well as NexoraHost’s General Terms and Conditions (GTC). In case of conflicting provisions, the contract takes precedence over the SLA terms.

4. General Measures to Ensure Ongoing Operations

4.1 Physical Security

4.1.1 Access Security

• 24/7 on-site security
• 24/7 video surveillance
• Logged access control system (card readers)
• Multi-level access controls (site, building, cage)

4.1.2 Data Center

• Fire protection with highly sensitive smoke detectors and direct connection to the fire department
• Protection against extinguishing and splash water
• UPS systems in protected environments

4.1.3 Power Supply

• Ring-based connection to the power grid
• UPS systems (autonomous operation for at least 5 minutes)
• Diesel generator with an autonomous runtime of up to 72 hours

4.2 Network Infrastructure Security

4.2.1 Connectivity

• Fiber optic network with 20 Tbit/s
• Multiple independent carriers
• Fallback routers in hot-standby mode

4.2.2 Servers

• Use of branded components
• Daily backups of internal systems
• 24/7 monitoring and reporting

If the values in this table are missed in a calendar month, that does not create an automatic claim to a credit or a price reduction. Further statutory rights remain unaffected.

5. Planned and Unplanned Maintenance

Scheduled maintenance is preferably carried out at night or on weekends to minimize impact. Customers are informed at least 72 hours in advance.

6. Reporting Incidents

Incidents must be reported by support ticket or email within five calendar days after the end of the affected month. A report by fax or post is also possible.

7. Disclaimer of Liability

• External DNS issues or attacks (DoS/viruses)
• Customer-caused outages
• Unplanned maintenance necessary for security reasons

8. Termination and Changes

NexoraHost may change the SLA terms in text form with four weeks' notice. A change applies only with the customer's express consent. Without consent the previous version remains in force. Silence is not consent. Either party may terminate the contract as of the intended change date.

9. Severability Clause

If individual provisions are invalid, the remaining provisions shall remain unaffected. Changes must be made in writing.