SLA - Quality Commitment

We guarantee the quality and uptime of our servers

SUNWARE ensures a universal quality commitment, hereinafter referred to as SLA, for all Contracted Services. By Contracted Services we mean the following: Web Hosting, Reseller Hosting, Virtual Servers, Dedicated Servers, Cloud Hosting, Projects in custom environments. If we determine that in a given month, whether due to infrastructure problems or faulty hardware, we have failed to fulfill our quality guarantee of the Contracted Service, we will extend the contractual period by the period during which it was unavailable.

  1. Different guarantee depending on the Service Depending on the type of Contracted Service, the guarantee offered is different.

  2. Web Hosting, Ecommerce, Business, Dedicated Servers and Cloud, Project in custom environments. For all Contracted Services falling into these categories we offer a guarantee of 99.97% Uptime

If the availability of the Contracted Service is affected by unannounced maintenance work or unscheduled downtime, we will extend the Contracted Service by one (1) day for each hour of downtime.

  1. Reseller and VPS contracts For all Contracted Services falling into this category we offer a guarantee of 99.9% Uptime

The first forty-five (45) minutes (equivalent to 0.1%) of service unavailability are not counted.

If the availability of the Contracted Service falls below 99.9% we will extend the validity of the Contracted Service by one (1) day for each hour of downtime.

  1. Allocation of free period The extension of the validity period of the Contracted Service shall be made only on the basis of a request submitted to the payment department no later than 10 days after the claimed incident.

  2. Restrictions The maximum extension period is one (1) month of free service. Downtime must be confirmed by one of our Support team.

  3. Exceptions Customer accounts will not be credited in accordance with this quality commitment if any error or malfunction of the website is caused or generated by:

  • force majeure situations where we can have no influence such as:
    • wars
    • natural disasters
    • unavailability/interruption of communications
    • fire
    • computer attacks: viruses, hackers, DDOS, Flood, SYN
    • earthquakes
    • embargoes
    • actions by competent legal authorities
  • maintenance works announced
  • domain name system (DNS), problems that cannot be controlled by SUNWARE
  • internet network problems (outside our network) such as our upstream connectivity provider(s), your internet provider or any other cause
  • failure of a software offered by another source (free scripts, e-commerce software or online payment processor, etc.) to work correctly
  1. Amendment SUNWARE reserves the right to modify the terms of this Quality Commitment. Any modification will be announced through our website.