Service Level Agreement

1. Scope and definitions

This SLA applies to dedicated servers and cloud VPS. "Availability" means that the service is reachable via our network and supplied with power. The operating system and software of the customer are not covered.

2. Availability target

We aim for a monthly network availability of [target to be confirmed], measured at our edge routers. Power and network are covered.

3. Measurement

Availability is calculated per calendar month on the basis of our monitoring. You can report outages to support@nutraver.com; we include such reports in our assessment.

4. Exclusions

The following do not count as downtime:

• Scheduled maintenance announced by email at least 72 hours in advance.
• Emergency maintenance to avert imminent danger.
• Outages caused by the customer, their software or configuration.
• Attacks against services of the customer.
• Suspensions in accordance with the Terms of Service or the AUP.
• Force majeure and disruptions outside our network [to be checked by legal counsel].

5. Hardware replacement

We replace failed hardware at our cost. Target time after confirmed diagnosis: [to be confirmed]. You must grant the necessary access and accept the downtime required for the replacement.

6. Support

Support is provided by email at support@nutraver.com during [support hours to be confirmed]. Abuse reports are received around the clock at abuse@nutraver.com.

7. Service credits

If we miss the availability target, you receive a credit as a percentage of the monthly fee of the affected service according to the following scale: [scale to be confirmed]. Credits are limited to 100 % of the monthly fee.

To the extent permitted by law, service credits are the sole remedy for falling short of the availability target.

8. Claims

Request a credit within 30 days after the end of the affected month via support, stating the ticket number and the times of the outage. Approved credits are applied to the next invoice.