Scope
This Service Level Agreement applies to web hosting, e-mail hosting, Kubernetes (paid plans), vServer and object storage. It does not apply to domains, since the reachability of a domain depends on the respective registry and on nameserver operation. It does not apply to the free Kubernetes namespace (free tier).
Availability
We measure reachability at the handover point between our network and the internet, determined by automated checks at intervals of no more than five minutes. Availability is calculated per calendar month and per affected service.
The following do not count as downtime: announced maintenance work, faults outside our sphere of responsibility (in particular on the internet or at upstream suppliers), faults due to force majeure, and impairments attributable to the customer’s configuration, applications or actions.
pursuant to § 4.3 of our Terms
Credits
If availability falls below target in a calendar month, you will receive, upon request, a credit against the fee for the affected service for that month.
Credits must be requested in text form within 30 days of the end of the affected calendar month. The credits for any one month are capped in total at 100% of the fee for the affected service for that month.
These credits are in addition to your statutory rights and do not exclude them. Further claims, in particular for reduction of price or for damages, remain unaffected; a credit received is set off against any damages claim subsequently asserted.
Kubernetes Versions
We support the last 2 minor versions.
Namespace products always run on a supported Kubernetes version and receive regular updates.
For dedicated clusters, you can choose the version yourself. Updates are provided until end of version support, after which an upgrade is required.
Security updates are applied within 72 hours.
Maintenance Windows
Scheduled maintenance is announced on our status page.
https://status.itsh.dev