Service Level Agreement

1. Infrastructure Availability

99.9% Monthly Availability Commitment

Hozvik Cloud targets a minimum of 99.9% monthly availability for eligible KVM-based virtual server infrastructure.

Availability refers to the ability of the affected virtual server infrastructure to remain reachable and operational through the Hozvik Cloud infrastructure during the applicable billing month.

The availability commitment may cover:

• Virtual machine availability
• Host/node availability
• Power availability
• Core network connectivity
• Virtualization infrastructure
• Datacenter infrastructure under Hozvik Cloud's control

Not covered. The SLA does not guarantee that every application, website, game server, software package, configuration, or customer-managed service will remain available at all times.

2. Support Response Commitment

Hozvik Cloud provides technical support through its designated support channels.

For eligible technical support tickets, Hozvik Cloud targets an initial response within 30 minutes, subject to ticket priority, service availability, support-channel availability, and the complexity of the reported issue.

A support response means that a Hozvik Cloud support representative has acknowledged or started handling the request. It does not mean that the reported issue will necessarily be completely resolved within 30 minutes.

Support response time does not include:

• Customer waiting time
• Time required to obtain information from the customer
• Time spent waiting for third-party providers
• Scheduled maintenance
• Issues caused by customer configuration
• Abuse, billing, sales, or general-information requests unless otherwise specified
• Requests submitted through unofficial communication channels

3. DDoS Protection

Eligible Hozvik Cloud infrastructure may include enterprise-grade DDoS protection through upstream and infrastructure-level mitigation systems.

Hozvik Cloud may use multiple upstream mitigation systems depending on the service, datacenter, network route, and attack characteristics.

DDoS protection is intended to reduce the impact of network attacks, but it does not constitute an unconditional guarantee that every attack will be completely mitigated without packet loss, latency, temporary filtering, routing changes, or service interruption.

Extremely large, unusual, application-layer, or otherwise unsupported attacks may require additional mitigation measures.

Hozvik Cloud may temporarily null-route, filter, isolate, suspend, or otherwise restrict affected traffic where reasonably necessary to protect the wider infrastructure and other customers.

4. Availability Measurement

Hozvik Cloud may calculate service availability using a combination of:

• External uptime monitoring
• Internal infrastructure monitoring
• Hypervisor/node monitoring
• Network monitoring
• Datacenter monitoring
• System logs
• Incident records
• Other technical monitoring systems maintained by Hozvik Cloud or its infrastructure providers

Availability is calculated for the applicable billing month.

Where appropriate, Hozvik Cloud may compare monitoring information with internal infrastructure records before confirming an SLA breach.

Customer-side monitoring alone does not automatically establish an SLA breach.

5. Monthly Availability Calculation

The monthly availability percentage may be calculated using the following general methodology:

Formula. Availability = 100% − (Qualifying Downtime ÷ Total SLA Measurement Period × 100)

Only downtime that qualifies under this SLA is considered when calculating an eligible service credit.

Downtime caused by an SLA exclusion is not included as qualifying downtime.

6. Monthly Availability & Service Credits

Eligible service credits may be calculated according to the following monthly availability levels:

Service credits are calculated against the eligible recurring service charge associated with the affected service for the applicable billing period.

Not automatic. A service credit is not automatically issued solely because monitoring shows reduced availability. The customer may be required to submit an SLA claim so Hozvik Cloud can verify eligibility.

7. What Counts as Qualifying Downtime

Qualifying downtime generally means an unplanned interruption of an eligible service that:

1. Is caused by infrastructure under Hozvik Cloud's control;
2. Prevents the affected service from being reasonably accessed or operated;
3. Is not covered by one of the exclusions in this SLA; and
4. Can be reasonably verified through Hozvik Cloud's monitoring or incident records.

Short interruptions, transient network events, individual application failures, or customer-side configuration problems may not qualify as SLA downtime.

8. SLA Exclusions

The SLA does not apply to downtime, performance degradation, or service interruption caused by circumstances outside the applicable SLA commitment. Examples include:

Scheduled Maintenance

Planned maintenance, upgrades, migrations, security maintenance, hardware replacement, network maintenance, or other scheduled work that is reasonably communicated in advance.

Emergency maintenance required to protect infrastructure or customer security may also be excluded where advance notice is not reasonably possible.

Customer-Controlled Issues

Issues caused by the customer or the customer's configuration, including:

• Incorrect firewall rules
• Incorrect DNS configuration
• Incorrect software configuration
• Resource exhaustion
• CPU/RAM/storage exhaustion
• Customer-initiated shutdowns or reboots
• Operating-system failures caused by customer modifications
• Incorrect application configuration
• Malware or compromised applications
• Customer-installed software
• Game/server/plugin configuration issues

Customer Applications

Hozvik Cloud's infrastructure availability commitment does not guarantee the availability of applications operated by the customer.

For example, an application, website, Minecraft server, Discord bot, database, panel, plugin, or custom software may become unavailable while the underlying VPS remains operational.

Such an event is not necessarily an SLA breach.

Upstream Providers

Issues caused by third-party infrastructure providers may be excluded where they are outside Hozvik Cloud's reasonable control. Examples may include:

• Datacenter failures
• Upstream network outages
• Internet transit failures
• Major routing incidents
• Fiber cuts
• Upstream DDoS incidents
• Third-party network maintenance
• Regional connectivity problems

DDoS and Security Events

Large-scale attacks or security incidents requiring emergency mitigation, traffic filtering, isolation, null-routing, or other protective measures may be excluded where the interruption results from reasonable protective action.

Force Majeure

Events outside reasonable control may be excluded, including:

• Natural disasters
• Earthquakes
• Floods
• Fires
• War
• Civil unrest
• Government orders
• Major telecommunications failures
• Widespread Internet failures
• Pandemic-related infrastructure disruption
• Other extraordinary events beyond reasonable operational control

9. Customer Responsibility

Customers are responsible for maintaining their own applications, operating systems, configurations, backups, credentials, and data.

Customers should maintain independent backups of important data.

The SLA is not a backup guarantee. Hozvik Cloud does not consider the SLA to be a backup or data-protection guarantee. A server remaining available does not guarantee that customer data cannot be corrupted, deleted, overwritten, compromised, or lost due to customer actions, software failures, security incidents, storage failures, or other circumstances.

10. SLA Credit Limitations

Service credits are intended to compensate for eligible service availability failures under this SLA. Unless otherwise required by applicable law or expressly agreed in a separate contract:

• Service credits are not cash refunds.
• Service credits cannot normally be transferred to another account.
• Service credits cannot normally be exchanged for cash.
• Service credits may be applied to future eligible invoices.
• The maximum service credit for an affected service during a billing period is generally limited to the eligible recurring charge for that affected service for that period.

Additional compensation is not automatically provided solely because an SLA breach occurs.

Service credits do not represent an admission of liability by Hozvik Cloud.

11. SLA Credit Claim Process

Customers requesting an SLA credit should submit a support or billing ticket through the designated Hozvik Cloud support system.

The request should contain sufficient information to identify the affected service and incident. Recommended information includes:

• Customer/account information
• Affected VPS or service
• Date of the incident
• Approximate start and end time
• Relevant monitoring information
• Error logs or other supporting evidence
• Any existing support ticket or incident reference

Claim window. Claims should normally be submitted within 7 calendar days of the relevant incident or billing period. Late claims may be rejected if Hozvik Cloud is unable to reasonably verify the incident.

12. Claim Review

SLA claims are reviewed by the appropriate Hozvik Cloud team. During the review, Hozvik Cloud may compare:

• External monitoring data
• Internal monitoring records
• Hypervisor information
• Network logs
• Incident reports
• Maintenance records
• Datacenter or upstream-provider reports
• Customer-provided evidence

If the claim is approved, the applicable service credit will be applied according to the customer's eligible service and the applicable credit tier.

13. Multiple Incidents

Multiple incidents during the same billing period may be combined when calculating total qualifying downtime.

The same period of downtime cannot be counted more than once.

Where multiple monitoring systems report different outage durations, Hozvik Cloud may use the information it considers technically reliable after reviewing the available evidence.

14. Service Suspension or Termination

The SLA does not create an obligation for Hozvik Cloud to maintain a service that has been suspended or terminated because of:

• Non-payment
• GTC violations
• Abuse
• Fraud
• Security threats
• Resource abuse
• Illegal activity
• Repeated policy violations
• Customer-requested suspension
• Other permitted account enforcement actions

Downtime resulting from an eligible suspension or termination is not considered SLA downtime.

15. Abuse and Infrastructure Protection

Hozvik Cloud may take reasonable protective action when a customer's service creates a risk to the network, infrastructure, other customers, or third-party systems. Such actions may include:

• Traffic filtering
• Rate limiting
• Network isolation
• Temporary suspension
• Null-routing
• Service restriction
• Emergency migration
• Emergency maintenance

These actions may be excluded from SLA calculations where reasonably necessary to protect the Hozvik Cloud environment.

16. Third-Party Services

Certain Hozvik Cloud services may depend on third-party infrastructure, datacenters, network providers, monitoring systems, payment providers, DNS providers, security providers, or other external services.

An interruption affecting a third-party service does not automatically constitute an Hozvik Cloud SLA breach.

Hozvik Cloud may investigate the incident and determine whether any portion of the interruption qualifies under this SLA.

17. SLA Does Not Guarantee Performance

The availability commitment is not a guarantee of:

• CPU performance
• Application performance
• Network latency
• Internet routing quality
• Disk I/O performance
• Game-server performance
• Application response time
• Customer software stability
• Third-party service availability

Performance depends on the selected service plan, workload, software configuration, network conditions, resource usage, and other technical factors.

18. Changes to Infrastructure

Hozvik Cloud may modify, upgrade, migrate, replace, or improve infrastructure where reasonably necessary for security, reliability, capacity, maintenance, or service improvement.

Where planned work is expected to materially affect service availability, Hozvik Cloud may provide advance notification where reasonably practical.

19. No Automatic Credit

A service interruption does not automatically create an entitlement to a service credit.

The incident must satisfy the requirements of this SLA and be verified by Hozvik Cloud.

Hozvik Cloud reserves the right to reject claims that are unsupported, outside the applicable measurement period, caused by an exclusion, or otherwise do not satisfy the requirements of this SLA.

20. SLA Eligibility

Service-credit eligibility may depend on:

• The specific service purchased
• The applicable service plan
• The customer's account status
• Payment status
• Whether the service is covered by this SLA
• Whether the incident qualifies under the measurement rules
• Whether the customer has complied with the applicable GTC and service terms

Free, promotional, trial, complimentary, or specially negotiated services may have different SLA terms unless expressly stated otherwise.

21. Agreement to the SLA

By purchasing or continuing to use an eligible Hozvik Cloud service, the customer acknowledges that the service is provided subject to the applicable Hozvik Cloud GTC, service-specific terms, and this SLA.

This SLA should be read together with the Hozvik Cloud Terms and Conditions, Acceptable Use Policy, Privacy Policy, Refund Policy, and other applicable service policies.

22. Uptime Service Credits

Your monthly availability determines the applicable service-credit tier.

Important. Credits apply only to eligible services and qualifying downtime after verification under this SLA. Excluded incidents do not contribute toward the credit calculation.

Contact

• Support: support@hozvikcloud.de
• Legal: legal@hozvikcloud.de
• Billing portal: billing.hozvik.cloud