Service Level Agreements

Below you will find a short summary of our Service Level Agreements. The complete version is part of our Dedicated Server and Co-location Hosting proposals.

Einleitung

FirstServed is convinced of offering the best possible service to its clients. However, due to the nature of the Internet and of Internet Services, there are realistic chances that problems may occur which impair the continuity of the service.

Our Service Level Agreements aim to describe the minimum quality of service which FirstServed guarantees to its clients. If we fail to meet these minimum standards, we estimate that our Customers have a right to financial compensation for the hindrances they have experienced.

The guarantees and compensations described below are applicable to Dedicated Server Hosting and Co-located Server Housing agreements between FirstServed and its Customers.

Scope

FirstServed guarantees you a minimal external reachability of the network. For Dedicated and Co-location hosting with Support Levels irstServed also uses minimal uptime guarantees. The exact minimal figures vary, based on the service level you have chosen when placing your order.

Financial compensations

If we do not succeed to respect the guarantees we have initially pointed out, you may request financial compensation. The modalities and calculation of this compensation also depends on the service level you have chosen when placing your order.

Exclusions

Certain causes of unreachability, such as force-majeure, a mistake by the client, or planned maintenance on the network are not calculated as system downtime.

Customer Recourse

At frequent network unreachabilities, you will have the right as a customer to demand an improvement plan for the FirstServed services.