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SLA of Digi Hosting

Digi Hosting is all about reliability, speed and service. With our Service Level Agreement (SLA), we guarantee that you can count on a secure, stable and fast hosting environment - 24/7.

  • 99.9% uptime
  • 24/7 support, day & night and holidays
  • 24/7 monitoring

4.4 out of 5 stars on TrustPilot

What does the SLA in?

Network availability

24/7 connection to the Internet through our data center.

Server availability

Virtual and physical servers are actively monitored.

Power supply

Redundant power supply and backup systems.

Monitoring

Proactive monitoring of systems 365 days a year.

Security

Physical and digital security measures.

Cooling & climate control

Professional data center conditions, monitored 24/7.

Our response times

Our support team is at your service day and night. We respond quickly, transparently and solution-oriented.

Priority
Sample situation
Response time
Targeted Dissolution Time (indicative).
High
Complete server failure, downtime
< 1 hour
Within 4 hours
Medium
Email not working, DNS error
< 4 hours
Within 12 hours
Low
Question about settings, performance
< 24 hours
Within 24 hours

24/7 monitoring: we always keep an eye on things

Our systems are automatically monitored 24/7. We use advanced tools that continuously monitor all vital components of our platform, such as:

  • Server load and performance
  • Network connections and latency
  • Storage capacity and disk health
  • Backup processes
  • Web and mail services

Does something go wrong somewhere? Then our technicians direct notificationoften before you or your visitors even notice anything. This allows us to intervene at lightning speed - usually before a malfunction occurs.

99.9% uptime guarantee:
your website always accessible

We guarantee a minimum availability of 99.9% per month. This means a maximum of about 43 minutes of possible downtime per month.

Why is uptime so important?

  • 💼 Your reputation: Customers and visitors expect an always available website.

  • 🛒 Conversion and revenue: Every minute offline means potential loss of revenue.

  • 🔍 SEO: Google takes accessibility into account in search results.

With our robust infrastructure, redundant networks and automatic failover mechanisms, we reduce the risk of downtime to the absolute minimum.

What falls outside this SLA?

While we strive for perfection, there are situations that fall outside this SLA.

  • Maintenance announced in advance
  • DDoS attacks or situations beyond our control
  • Problems caused by third-party software or by the customer himself
  • Force majeure (such as customer power outages or natural disasters)

We would like to be clear: this SLA is a promise of reliability, but not a guarantee in case of external or customer-caused errors. This allows us to continue to monitor our quality without creating false expectations.

Clear agreements,
real service

This SLA is designed to provide you, the customer, with certainty. We keep our promises and are ready if something goes wrong. Want to know more or a personalized SLA for your project? Feel free to contact our support team.

Security and privacy: our priority

In addition to availability, security is a core value.

  • Our data centers can withstand blackouts, fires and natural disasters.
  • Encrypted connections (SSL/TLS).
  • Real-time monitoring and firewalls
  • Backups and redundancy
Legal provisions and limitations to the SLA

1. Calculation of Uptime Guaranteed availability is calculated on a calendar year basis. The uptime refers only to the network connection and the availability of the physical or virtual server hardware in the data center. Interruptions due to scheduled maintenance (as defined in Article 17 of the Terms and Conditions), downtime due to errors in Customer software or scripts, or exceeding resource limits (CPU/RAM) are not included in the uptime calculation.

2. Response and resolution times. The stated response times are target times and apply only during weekdays between 09:00 and 17:00, with the exception of "High" priority incidents (complete server downtime), which are monitored 24/7. A response is defined as confirmation of receipt and the start of analysis by a technician; it does not constitute a guarantee of immediate resolution. Resolution times are indicative and depend on the complexity of the incident and the cooperation of external vendors.

3. Compensation scheme in case of downtime If Digi Hosting does not achieve the guaranteed uptime in a calendar year, Digi Hosting's liability is limited to a pro-rata compensation of the subscription charges for the period of the effective unavailability. This compensation shall be granted exclusively in the form of a credit on a subsequent invoice and shall not exceed 10% of the annual invoice amount of the relevant service. The Customer must claim this arrangement in writing within 14 days of the incident.

4. Exoneration and force majeure Digi Hosting is never liable for indirect damage, consequential damage, loss of profit, missed savings or damage due to business stagnation. The SLA does not apply in situations of force majeure, including but not limited to: large-scale DDoS attacks, power outages outside the data center, cable breaks, strikes or natural disasters.

5. Prioritization Digi Hosting reserves the right to unilaterally reclassify the priority of an incident based on its actual impact on service continuity.