Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) describes the relationship between Nexorahost Service Provider (hereinafter referred to as "Nexorahost") and its customers. It sets out the quality standards and the definition of the services provided by Nexorahost in order to ensure transparent and reliable cooperation.
1.1 Contact options and accessibility
Customers can contact Nexorahost via the ticket system, by email, telephone, fax or letter. The ticket system is the preferred option for quick and smooth processing.
For regular inquiries and low-priority disruptions, Nexorahost is available Monday to Friday from 9:00 a.m. to 5:30 p.m. An emergency telephone service is also available for urgent matters.
2. Definitions
2.1 Availability (point 5.1 / 5.2 / 5.3)
The monthly average network and server availability is defined as follows:
Availability [%] = 100 x (agreed service time - unplanned outages) / agreed service time
The agreed service time does not include planned maintenance work (see point 6). Availability refers to the overall functionality of the system, not to individual components.
2.2 Speed / Round Trip Time (point 5.1.1)
The Round Trip Time (RTT) describes the time it takes for a data packet to travel from source to destination and back within Nexorahost's carrier network.
2.3 Packet Loss (point 5.1.2)
Packet loss occurs when data packets do not reach their destination. This can be caused by damaged lines, interference or physical faults. The information relates exclusively to data transport within the Nexorahost carrier network.
2.4 Repair times / Mean Time To Repair (point 5.1.3 / 5.2.1 / 5.3.1)
The mean time to repair (MTTR) is defined as follows:
[t] = average time to carry out a repair or restore operation.
2.5 Monitoring / Reporting
Nexorahost regularly monitors network availability, server availability, speed, packet loss and the services included in the products. All measurements relate exclusively to the Nexorahost network and the carrier network of the data center.
3. Subject matter of the contract
This SLA applies, unless otherwise agreed, to the products or product packages listed below. It supplements the concluded contract and the general terms and conditions (GTC) of Nexorahost. In case of conflicting provisions, the contract takes precedence over the SLA provisions.
4. General measures to secure ongoing operations
4.1 Physical security
4.1.1 Access security
- 24/7 property protection
- 24/7 camera surveillance
- Logged access system (card reader)
- Multi-level access controls (site, building, cage)
4.1.2 Data center
- Fire protection with highly sensitive smoke detectors and direct connection to the fire department
- Protection against extinguishing and splash water
- UPS systems in a protected environment
4.1.3 Power supply
- Ring-shaped connection to the power grid
- UPS systems (autonomous operation for at least 5 minutes)
- Diesel generator with an autonomous running time of up to 72 hours
4.2 Security of the network infrastructure
4.2.1 Connection
- Fiber optic network with 20 Tbit/s
- Various independent carriers
- Fallback router in Hot standby mode
4.2.2 Server
- Use of branded components
- Daily backups of internal systems
- 24/7 monitoring and reporting
| Service Level | Alle Pakete |
| network availability | 99,9 % |
| Round Trip Time (RTT) | <25 ms |
| Paketverlust (Packet Loss) | <30% |
| Maximum repair time | 6 Std. |
| repair times (response time) | |
| Gameserver | 4 Std. |
| V-Server | 4 Std. |
| Root Server | 4 Std. |
6. Planned and unplanned maintenance work
Planned maintenance work is preferably carried out at night or on weekends to minimize impact. Customers are informed at least 72 hours in advance.
7. Reporting of faults
Faults must be reported in writing or by fax/letter within five calendar days of the end of the affected month.
8. Disclaimer of liability
Nexorahost accepts no liability for:
- External DNS problems or attacks (DoS/viruses).
- Customer-caused outages.
- Unplanned maintenance work that is necessary for security.
9. Termination and changes
Nexorahost reserves the right to change SLA conditions with a notice period of four weeks.
10. Severability clause
If individual provisions are ineffective, the remaining provisions remain valid. Changes must be made in writing.
