Service Level Agreement

Last updated on August 15, 2023

Welcome to PeaceWeb's Service Level Agreement (SLA), designed to outline the commitments and expectations we uphold in delivering reliable and quality services to our valued customers. This SLA outlines service availability, support levels, response times, incident handling, maintenance, exclusions, and compensation terms. It's important to note that while we strive to provide exceptional service, the SLA serves as a framework for guiding our efforts and should not be construed as a legally binding contract. No rights can be derived from this SLA, and PeaceWeb reserves the right to modify it as needed to improve our services.

Article 1: Service Availability

  • PeaceWeb is committed to providing a reliable and available cloud services for our customers. We aim to maintain a 99.9% uptime for our services, calculated on a monthly basis. Uptime is defined as the percentage of time during which the platform is accessible and operational.

Article 2: Support Levels and Response Times

  • PeaceWeb offers three levels of support: Basic Support, Standard Support, and Premium Support. Each level comes with different response times and support availability.
    • Basic Support:
      • Availability: Monday to Friday, 9:00 AM - 6:00 PM CET (excluding holidays).
      • Response Time: Within 48 business hours for non-urgent inquiries.
    • Standard Support:
      • Availability: 24/7.
      • Response Time: Within 24 hours for non-urgent inquiries.
    • Premium Support:
      • Availability: 24/7.
      • Response Time: Within 4 hours for non-urgent inquiries.

Article 3: Incident Response and Resolution

  • Incidents are categorized based on their severity:
    • Minor: Service degradation or isolated issues affecting a single customer.
    • Major: Significant degradation in service affecting multiple customers.
    • Critical: Total service outage affecting all customers.
  • Response and Resolution Times:
    • Minor: Response within 2 hours, resolution within 24 hours.
    • Major: Response within 1 hour, resolution within 12 hours.
    • Critical: Response within 30 minutes, resolution within 4 hours.

Article 4: Scheduled Maintenance

  • Regular maintenance may be required to ensure the stability and security of our services. We will make every effort to notify customers of planned maintenance at least 48 hours in advance. Maintenance windows are generally scheduled during off-peak hours to minimize disruptions.

Article 5: Exclusions

  • Please note that this Service Level Agreement will not apply to any disruptions that are beyond the control of PeaceWeb, including but not limited to natural disasters, acts of terrorism, internet service provider failures, or customer-specific configuration issues. This information is also explicitly stated in Article 5 of our Terms of Service, which always takes precedence.

Article 6: Compensation

  • If we do not meet the agreed-upon SLA uptime, customers who qualify may be eligible for compensation. Please see Article 4 in our Terms of Service for more information.