Service Level Agreement (SLA)
1. Purpose and Scope
This Service Level Agreement ("SLA") sets forth the response time objectives, availability targets, and support protocols offered by PeaceWeb, a private limited company incorporated under Dutch law, located at Saffierborch 18, 5241 LN Rosmalen, the Netherlands.
This SLA applies solely to Customers who have entered into a valid Agreement for paid Services provided by PeaceWeb. Free, promotional, or trial Services are expressly excluded.
2. Service Availability
PeaceWeb targets a minimum monthly uptime of 99.9% for the following core infrastructure components:
- Virtual Machines: Reliable virtual machines with full lifecycle control.
- Containers: Fast, isolated containers for lightweight workloads.
- Kubernetes: Managed clusters for deploying scalable apps with full control.
- Block Storage: Attachable storage volumes with high durability and flexible performance.
- Networking: Powerful networking with routed IPs, isolated networks, and firewall rules.
- Private Cloud: Isolated cloud environments for full control and compliance.
Uptime is measured per calendar month and excludes: (a) scheduled maintenance announced at least 24 hours in advance, (b) emergency maintenance, (c) Force Majeure Events, and (d) downtime caused by the Customer, third-party software, or misconfigurations outside of PeaceWeb's control.
3. Support Commitments
PeaceWeb offers technical support through its ticketing system and, at its discretion, live chat or email. Support requests must be submitted through the PeaceWeb Portal to be eligible for SLA commitments.
3.1 Response Time Targets
- Low Priority: Incidents with minimal impact shall be responded to within 48 hours during business hours (Mon–Fri, 09:00–17:00 CET).
- Medium Priority: Incidents with moderate impact shall be responded to within 24 hours during business hours.
- High Priority: Incidents with significant impact shall be responded to within 12 hours, including weekends.
- Urgent Priority: Incidents with critical impact shall be responded to within 4 hours, 24/7 including holidays.
Priority is determined solely by PeaceWeb based on impact and urgency.
4. Service Credits
If PeaceWeb fails to meet the 99.9% uptime commitment for a qualifying Service, the Customer may request a service credit as follows:
- 99.0% – 99.89%: 5% credit of monthly fee (excluding VAT)
- 98.0% – 98.99%: 10% credit
- Below 98.0%: 20% credit
Credits must be requested in writing within ten (10) calendar days of the end of the affected month. Maximum credit shall not exceed 20% of the monthly fee for the affected Service. Credits are applied to future invoices only and are not refundable in cash.
5. Exclusions
This SLA does not apply to issues caused by:
- Customer-side software, misconfigurations, or abuse
- Acts or omissions by the Customer, agents, or end-users
- Internet backbone or upstream provider outages
- Force Majeure Events as defined in our Terms & Conditions
- Services labeled as “Best Effort” or “Beta”
6. Remedies and Limitation of Liability
The remedies described in this SLA are the Customer’s sole and exclusive remedy for any performance issues covered herein. Under no circumstances shall PeaceWeb be liable for any indirect, consequential, or punitive damages arising from SLA breaches. All limitations of liability outlined in our Terms & Conditions apply in full.
7. Modification and Termination
PeaceWeb reserves the right to amend or terminate this SLA at any time with thirty (30) calendar days’ notice posted on its website or portal. Continued use of the Services after such notice shall constitute acceptance.
8. Contact
If you believe you are entitled to a credit or have SLA-related inquiries, please contact:
All claims will be reviewed in good faith but adjudicated solely at PeaceWeb’s discretion.
By using our Services, you agree to be bound by this SLA and any future versions thereof.