Service Level Agreement
If your cloud trips, your business faceplants.
We put our money where our uptime is. Clear commitments. Clear consequences.
1 Purpose and Scope
This Service Level Agreement ("SLA") sets forth the response time objectives, availability targets, support protocols, and remedies offered by PeaceWeb B.V., a company registered in the Netherlands at Saffierborch 18, 5241 LN Rosmalen, Noord-Brabant, Netherlands, registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under number 88526461 ("PeaceWeb," "Provider," "we," "us," or "our").
This SLA forms an integral part of our Terms & Conditions and applies solely to Clients who have entered into a valid Agreement for paid services provided by PeaceWeb. Free, promotional, or trial services are expressly excluded from SLA coverage.
As specified in Section 6.1 of the Terms & Conditions, the service credits described in this SLA constitute the Client's sole and exclusive remedy for service availability issues, performance degradation, or service disruptions, except in cases of willful misconduct or gross negligence by PeaceWeb.
2 Service Availability
PeaceWeb targets a minimum monthly uptime of 99.9% for the following core infrastructure components:
Virtual Instances
Reliable virtual machines with full lifecycle control
Block Storage
Attachable storage volumes with high durability
Networking
Routed IPs, isolated networks, and firewall rules
Private Cloud
Isolated cloud environments for full control
Important: Uptime is measured per calendar month and excludes:
- • Scheduled maintenance windows (announced at least 48 hours in advance per Section 6.2 of Terms & Conditions)
- • Emergency maintenance for critical security vulnerabilities
- • Force Majeure events as defined in Section 15 of Terms & Conditions
- • Downtime caused by the Client, their agents, or third parties
- • Issues caused by Client's misconfigurations, software, or violations of the Acceptable Use Policy
3 Support Commitments
PeaceWeb offers technical support through its ticketing system. Support requests must be submitted through the PeaceWeb Portal to be eligible for SLA commitments.
Response Time Targets
Support is provided during Business Days, defined as Monday through Friday, excluding Dutch national holidays, between 09:00 and 17:00 CET/CEST, as specified in Section 1 (Definitions) of our Terms & Conditions.
Low Priority
Minimal impact incidents
48 hours
Business hours
Medium Priority
Moderate impact incidents
24 hours
Business hours
High Priority
Significant impact incidents
12 hours
Incl. weekends
Urgent Priority
Critical impact incidents
4 hours
24/7 incl. holidays
Priority is determined by PeaceWeb based on impact and urgency.
4 Service Credits
If PeaceWeb fails to meet the 99.9% uptime commitment for a qualifying service, you may request a service credit:
Strict Service Credit Request Process
To request a service credit, the Client must comply with all of the following mandatory requirements. Failure to comply with any requirement will result in automatic rejection of the claim:
Submit a Written Claim to legal@peaceweb.com within 7 (Seven) Calendar Days
Of the end of the affected month (not 7 days from the incident). Claims submitted after this 7-day window will be automatically rejected without review.
Include Complete and Accurate Information
Account identifier, affected service(s) with service IDs, exact dates and times (including timezone) of each downtime period, duration of each outage, and detailed logs or monitoring data demonstrating the downtime.
Provide Evidence that the Downtime Was Not Caused by Any Excluded Event
Under Section 5.1 of this SLA.
Demonstrate that the Client Fulfilled All Obligations
Under Section 5.2, including maintaining adequate backups and promptly reporting the issue.
Confirm that the Client's Account Is in Good Standing
With no overdue payments.
PeaceWeb will review claims within 30 business days and may request additional information. PeaceWeb's determination of eligibility for service credits is final and binding. The Client waives any right to dispute PeaceWeb's calculation of uptime or determination of credit eligibility.
Maximum Credit Per Incident: 20% of the monthly fee for the specific affected service (excluding VAT). Credits are applied to future invoices only and are not refundable in cash under any circumstances. Service credits do not extend the term of your Agreement. Credits expire 12 months after issuance if not used. Service credits cannot be transferred, sold, or assigned to any other party.
Important Limitation: Service credits are issued at PeaceWeb's sole discretion and do not constitute an admission of fault, liability, or breach. Acceptance of service credits constitutes full and final settlement of all claims related to the incident. The Client may not pursue any additional remedies, damages, or claims after accepting service credits.
5 Exclusions and Limitations
5.1 SLA Exclusions
This SLA does not apply to service disruptions or performance issues caused by:
Client Actions
Customer-side software, misconfigurations, violations of the Acceptable Use Policy (Section 4 of Terms & Conditions), or failure to implement recommended security measures
Third Parties
Acts or omissions by the Client's agents, end-users, subcontractors, or third-party service providers
External Network Issues
Internet backbone outages, upstream provider failures, DNS issues outside PeaceWeb's control, or distributed denial-of-service (DDoS) attacks
Force Majeure
Events beyond PeaceWeb's reasonable control as defined in Section 15 of Terms & Conditions, including natural disasters, power failures, telecommunications failures, acts of government, war, terrorism, or pandemics
Experimental Services
Services explicitly labeled as "Beta," "Preview," "Alpha," "Best Effort," or similar designations
Scheduled Maintenance
Properly announced maintenance windows as described in Section 6.2 of Terms & Conditions
Suspended Services
Services suspended in accordance with Section 14.2 of Terms & Conditions due to non-payment, security risks, or policy violations
5.2 Client Responsibilities
The Client is responsible for:
Maintaining Adequate Backups
Of Your Content (Section 7.4 of Terms & Conditions)
Implementing Security and Monitoring
Appropriate application-level security and monitoring
Properly Configuring Services
Including health checks and load balancer settings
Promptly Reporting Issues
Through the support ticketing system
Providing Necessary Cooperation
And information for troubleshooting (Section 6.4 of Terms & Conditions)
6 Sole Remedy and Comprehensive Limitation of Liability
6.1 Service Credits as Sole and Exclusive Remedy
The service credits described in Section 4 of this SLA constitute the Client's sole, exclusive, and absolute remedy for any and all service availability issues, performance degradation, service disruptions, downtime, or failures to meet SLA commitments. By accepting these service credits (or being eligible for them), the Client waives and releases all other claims, damages, and remedies related to such issues.
The Client expressly acknowledges and agrees that service credits are provided as a goodwill gesture and do not constitute an admission of liability, fault, or breach by PeaceWeb.
6.2 Maximum Service Credit Cap
Notwithstanding any other provision in this SLA, the maximum total service credits that may be issued to any single Client in any calendar year shall not exceed €1,000 (one thousand euros) or 20% of the total annual fees paid by the Client, whichever is lower. Once this cap is reached, no further service credits will be issued for the remainder of that calendar year, regardless of additional SLA breaches or downtime.
6.3 Comprehensive Liability Limitations
All limitations of liability, exclusions of damages, indemnification obligations, notice requirements, shortened limitation periods, and other protective provisions set forth in our Terms & Conditions (particularly Sections 12 and 13) apply in full to this SLA and any claims arising under it, including but not limited to:
- • The lifetime absolute liability cap of €10,000 specified in Section 12.2 of the Terms & Conditions
- • The comprehensive exclusion of all indirect, consequential, and punitive damages in Section 12.3
- • The mandatory 14-day claim submission period and 3-month legal action deadline in Section 12.4
- • The mandatory duty to mitigate damages in Section 12.6
- • All force majeure and third-party exclusions in Section 12.5
6.4 No Liability for Excluded Events
PeaceWeb shall have absolutely no liability (including no obligation to issue service credits) for any downtime, performance issues, or service disruptions that fall within the exclusions listed in Section 5.1 of this SLA or Section 12 of the Terms & Conditions. The Client acknowledges that such exclusions are comprehensive and cover a wide range of circumstances beyond PeaceWeb's control.
6.5 Disclaimer of Warranties
This SLA does not constitute a warranty or guarantee of uninterrupted service. The uptime targets are objectives only, not guaranteed commitments. PeaceWeb makes no warranties regarding service availability beyond the limited service credit remedy described herein. All services are provided "as is" and "as available" as specified in Section 11.3 of the Terms & Conditions.
7 Modification and Relationship to Terms & Conditions
7.1 Amendments to this SLA
PeaceWeb reserves the right to amend or terminate this SLA at any time with at least 30 calendar days' written notice via email to your registered account email address or posted on the PeaceWeb Portal. Continued use of services after such notice constitutes acceptance of the amended SLA.
This approach is consistent with Section 16 (Changes to These Terms) of our Terms & Conditions.
7.2 Relationship to Terms & Conditions
This SLA is subject to and forms an integral part of the PeaceWeb Terms & Conditions. In the event of any conflict between this SLA and the Terms & Conditions, the Terms & Conditions shall prevail. All terms defined in the Terms & Conditions apply equally to this SLA unless explicitly stated otherwise.
The limitations of liability, indemnification obligations, and dispute resolution procedures set forth in the Terms & Conditions (Sections 12, 13, and 17 respectively) apply in full to this SLA and any claims arising under it.
8 Contact
If you believe you are entitled to a credit or have SLA-related inquiries, please contact:
PeaceWeb B.V.
Saffierborch 18
5241 LN Rosmalen
Noord-Brabant, Netherlands
Email: legal@peaceweb.com
Chamber of Commerce (KVK): 88526461
VAT Number (BTW): NL864668788B01
All service credit claims will be reviewed in good faith in accordance with this SLA and our Terms & Conditions.
By using our services, you agree to be bound by this SLA and any future versions thereof.