1. Uptime commitment
We commit to a Monthly Uptime Percentage of at least 99.99% for network availability at our Germany, Netherlands and Hungary regions. This SLA applies to active, paid services in good standing.
2. Definitions
- Monthly Uptime Percentage — total minutes in a calendar month minus Downtime minutes, divided by total minutes, expressed as a percentage.
- Downtime — sustained unavailability of the network to reach your service, as measured by our monitoring, excluding the items listed under Exclusions.
- Service Credit — a credit applied to your account, calculated as a percentage of the monthly fee for the affected service.
3. Service credit schedule
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 25% |
| 95.0% – 99.0% | 50% |
| Below 95.0% | 100% |
Credits are calculated against the monthly fee of the affected service and may not exceed 100% of that fee. Credits are non-refundable and applied to future invoices.
4. How to claim a credit
Open a support ticket within 30 days of the incident, including the affected service, dates and times, and your own logs where available. Our team verifies the claim against our monitoring records and applies approved credits to your next invoice.
5. Exclusions
This SLA does not cover downtime caused by: scheduled or emergency maintenance announced in advance; factors outside our reasonable control (force majeure, upstream provider or backbone failures, DDoS attacks beyond mitigated capacity); your own software, configuration, code or content; suspension for non-payment or breach of the Terms of Service; or use of beta/trial services.
6. Scheduled maintenance
We schedule routine maintenance during low-traffic windows and announce it in advance via the dashboard and status channel. Emergency maintenance to protect security or stability may occur with little or no notice.
7. Support response targets
| Priority | First response target |
|---|---|
| Urgent | Within 1 hour |
| High | Within 4 hours |
| Normal | Within 12 hours |
| Low | Within 24 hours |
8. Contact
For SLA claims and questions, open a ticket from your dashboard or email support@hostingduwings.com.
See also: Privacy Policy · Terms of Service