Cloud T&C
Service Level Agreement
Service Level Agreement of IONOS Cloud UK Ltd.
1. Scope
1.1 This Service Level Agreement (‘SLA’) is an integral part of the contract with You, as amended from time to time, and regulates the conditions for the provision of the services offered by IONOS Cloud UK Ltd. (‘IONOS CLOUD’). This SLA supplements the provisions of the General Terms and Conditions of IONOS CLOUD.
1.2 IONOS Cloud UK Ltd. reserves the right to amend the SLA at any time. IONOS Cloud UK Ltd. shall inform You of the amendment ten (10) working days before it comes into effect. In the event of any material adverse changes to this Agreement, we shall notify You at least ninety (90) days in advance.
2. IONOS CLOUD Compute Engine
2.1 The IONOS CLOUD Compute Engine provides You with computing capacity in the cloud (instance) that can be accessed via the network using standardized protocols.
2.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to ensure the IONOS CLOUD Compute Engine is available to a level of at least 99.95 percent on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
2.3 The IONOS CLOUD Compute Engine is considered unavailable if access to the active (running) instance is not guaranteed, i.e. bidirectional communication with the instance is not possible.
2.4 The availability of the IONOS CLOUD Compute Engine is calculated across all Your instances within a monthly billing cycle using the following formula:
100% - ( Unavailability in minutes / Instance duration in minutes)
The instance duration is the time span between the provisioning and termination of a IONOS CLOUD Compute Engine instance by You.
2.5 The credit note shall be calculated as a percentage of all payments made to the IONOS CLOUD Compute Engine in the billing month in which the minimum availability was not provided (core and RAM).
2.6 If the agreed minimum availability of the IONOS CLOUD Compute Engine is not provided, You are entitled to receive a credit note resulting from the following table:
| IONOS CLOUD COMPUTE ENGINE MONTHLY AVERAGE AVAILABILIT | IONOS CLOUD COMPUTE ENGINE MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| less than | equal to or greater than | |
| 99.95% | 99.90% | 5% |
| 99.90% | 99.80% | 10% |
| 99.80% | 99.70% | 25% |
| 99.70% | 40% |
3. IONOS CLOUD Confidential VM
3.1 The IONOS CLOUD Confidential VM service ("CVM") provides computing capacity in the cloud. CVMs are governed by all terms of the Compute Engine SLA except as modified in this section; where this section conflicts with the Compute Engine SLA, this section prevails.
3.2 The Compute Engine availability target (99.95% per calendar month), the unavailability definition (absence of bidirectional network communication), and the credit table apply to CVMs without modification. The following additional exclusions apply and do not entitle the customer to service credits: (i) any period in which a CVM is network-reachable but attestation is failing, pending, or expired, regardless of cause, including following a platform update by IONOS; (ii) any unavailability caused by actions or inactions of the customer or the customer's software; (iii) any VM restart or interruption caused by maintenance as covered in 3.3.
3.3 CVMs cannot be live-migrated; every maintenance event requires a VM restart. The 4-hour planned unavailability budget per calendar quarter applicable to other Compute Engine VMs does not apply to CVMs. Standard notice periods apply (2 business days / 7 business days for extended maintenance). Maintenance required to address security vulnerabilities may be performed without advance notice. VM restarts caused by maintenance do not constitute unavailability.
3.4 For CVMs provisioned after IONOS has issued a maintenance notification, standard notice periods do not apply; the notification issued at or following provisioning serves as the required notice.
4. IONOS CLOUD Cubes
4.1 The IONOS CLOUD Cubes provides You with a predefined configuration of resources (vCPU, RAM and storage) in the cloud (cube instance), that can be accessed via network using standardised protocols.
4.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to achieve an availability of the IONOS CLOUD Cubes of at least 99.9 percent on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
4.3 The IONOS CLOUD Cubes is considered unavailable if access to the active (switched on) Cube-instance is not guaranteed, i.e. bidirectional communication with the instance is not possible.
4.4 The availability of the IONOS CLOUD Cubes is calculated across all Cube instances of a customer within a monthly billing period according to the following formula:
100% - (Unavailability in minutes / Cube instance time in minutes)
The Cube instance time refers to the period of time between the creation and deletion of an IONOS CLOUD Cube instance by You.
4.5 The credit is calculated as a percentage of all payments made for IONOS CLOUD Cubes in the billing month in which the availability was undercut.
4.6 If the agreed minimum availability of the IONOS CLOUD Cubes is not met, You are entitled to receive a credit note resulting from the following table:
|
IONOS CLOUD CUBE MONTHLY AVERAGE AVAILABILITY | IONOS CLOUD CUBE MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE RELATED TO A MONTHLY STATEMENT |
|---|---|---|
| less than | equal to or greater than | |
| 99.90% | 99.00% | 25% |
| 99.00% | 95.00% | 50% |
| 95.00% | 100% |
5. IONOS CLOUD Block Storage
5.1 The IONOS CLOUD Block Storage provides You with individual virtual hard drives as volumes on which You can store data in a file system of Your choice.
5.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to ensure the IONOS CLOUD Block Storage is available to a level of at least 99,95 percent on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
5.3 The IONOS CLOUD Block Storage is considered unavailable if You cannot access Your stored data. Access is not possible if connected volumes do not perform read and/or write operations and I/O requests are queued.
5.4 The availability of the IONOS CLOUD Block Storage is calculated across all Your volumes within a monthly billing period according to the following formula:
100% - (Unavailability in minutes / Volume duration in minutes)
The volume duration refers to the time span between the creation and deletion of a block storage volume by You.
5.5 The credit note shall be calculated as a percentage of all payments made to the IONOS CLOUD Block Storage (HDD and SSD) during the billing month in which the availability was not provided.
5.6 If the agreed minimum availability of the IONOS CLOUD Block Storage is not provided, You are entitled to receive a credit note resulting from the following table:
| IONOS CLOUD BLOCK STORAGE MONTHLY AVERAGE AVAILABILITY | IONOS CLOUD BLOCK STORAGE MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| less than | equal to or greater than | |
| 99,95% | 99,90% | 5% |
| 99,90% | 99,80% | 10% |
| 99,80% | 99,70% | 25% |
| 99,70% | 40% |
6. IONOS CLOUD Object Storage
6.1 The IONOS CLOUD Object Storage is an object storage solution based on the S3 API specification (Simple Storage Services). The service enables You to store objects (files plus metadata) in “buckets” and to access them via APIs or web services.
6.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to ensure the IONOS CLOUD Object Storage available to a level of at least 99.5 percent on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
6.3 The IONOS CLOUD Object Storage is considered unavailable if You receive an “Internal Server Error” or “Service Unavailable” server error message.
6.4 The availability of the IONOS CLOUD Object Storage is determined across all Your buckets within a monthly billing period. Availability is calculated as 100 percent, less the arithmetic mean of the error rates. The error rate is the ratio of server errors to the total number of requests within a five-minute period. If no request is made, the error rate for the period in question is zero percent.
6.5 The credit note is calculated as a percentage of all payments made for the IONOS CLOUD Object Storage during the billing month in which the availability was not provided.
6.6 If the agreed minimum availability of the IONOS CLOUD Object Storage is not provided, You are entitled to receive a credit note resulting from the following table:
| IONOS CLOUD OBJECT STORAGE MONTHLY AVERAGE AVAILABILITY | IONOS CLOUD OBJECT STORAGE MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| less than | equal to or greater than | |
| 99.50% | 99.00% | 10% |
| 99.00% | 25% |
7. IONOS CLOUD Database-as-a-Service (DBaaS)
7.1 For DBaaS Managed PostgreSQL, the terms and conditions of IONOS CLOUD Compute Engine as described in section 2. shall apply accordingly.
7.2 For DBaaS In-Memory DB, the terms and conditions of IONOS CLOUD Compute Engine as described in clause 2. shall apply accordingly.
7.3 For DBaaS Managed MongoDB, the terms and conditions of IONOS CLOUD Compute Engine as described in section 2. shall apply accordingly, provided that the Service is operated in a High-Availability Setup with at least three Nodes. Otherwise, the terms and conditions of IONOS CLOUD Cubes as described in section 4. shall apply accordingly. Excluded from this is the DBaaS Managed MongoDB Playground Edition, for which no SLA is explicitly offered.
8. IONOS CLOUD Managed Kubernetes
8.1 The IONOS CLOUD Managed Kubernetes is composed of two central building blocks, the Control Plane and Node Pools.
8.2 For the Node Pools built on top of the IONOS CLOUD Compute Engine, the terms and conditions of the IONOS CLOUD Compute Engine as described in section 2. shall apply.
8.3 IONOS Cloud UK Ltd. undertakes to use commercially reasonable efforts to achieve an availability of the Kubernetes API of the Control Plane of at least 99.95 percent. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
8.4 The monthly availability percentage for the Kubernetes API is determined by subtracting the percentage of the 5-minute intervals during the monthly billing cycle in which Kubernetes API was not available from 100 percent.
8.5 The credit is calculated as a percentage of payments made for the IONOS CLOUD Managed Kubernetes (Core, RAM and Block Storage) during the billing month in which the availability was undercut.
8.6 If the agreed minimum availability of the IONOS CLOUD Managed Kubernetes is undercut, You are entitled to receive a credit note resulting from the following table:
| IONOS CLOUD MANAGED KUBERNETES MONTHLY AVERAGE AVAILABILITY | IONOS CLOUD MANAGED KUBERNETES MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| less than | equal to or greater than | |
| 99.95% | 99.00% | 10% |
| 99.00% | 95.00% | 25% |
| 95.00% | 100% |
10. IONOS CLOUD DNS
10.1 The IONOS CLOUD DNS enables You to publish DNS zones of your domains and subdomains on IONOS CLOUD Name Servers. You can manage your DNS zones and records via the Cloud DNS API.
10.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to achieve an availability of its Name Servers for your DNS zones of at least 99.995 percent. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
10.3 The monthly availability percentage for IONOS CLOUD Name Servers is determined by subtracting from 100 percent the percentage of time during the monthly billing cycle in which all the Name Servers were not available.
10.4 The credit is calculated as a percentage of payments made for IONOS CLOUD DNS during the billing month in which the availability was undercut.
10.5 If the agreed minimum availability of IONOS CLOUD Name Servers is not met, You are entitled to receive a credit note resulting from the following table:
|
NAME SERVERS MONTHLY AVERAGE AVAILABILITY |
NAME SERVERS MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| less than | equal to or greater than | |
| 99.995% | 99.99% | 10% |
| 99.99% | 99.95% | 25% |
| 99.95% | 100% |
11a. IONOS CLOUD Logging Service
11a.1 IONOS CLOUD Logging Service is a centralized and scalable solution for logging, monitoring, and analyzing application and infrastructure logs. This service comprises the IONOS CLOUD Logging Service Rest API, Grafana and Pipelines, enabling customers to access and manage their log data.
- IONOS CLOUD Logging Service REST API provides the capability to ingest and manage logs.
- Grafana is a web service for log querying and visualization.
- Pipeline is an instance of the IONOS Logging Service You can create.
11a.2 IONOS Cloud UK Ltd. undertakes to use commercially reasonable efforts to achieve an availability of the IONOS CLOUD Logging Service of at least 99.5 percent on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
11a.3 IONOS CLOUD Logging Service is considered unavailable if any of the following error scenarios occur:
- No HTTP connection possible through the IONOS CLOUDLogging Service Rest API,
- HTTP status code >= 500 in the IONOS CLOUD Logging Service Rest API,
- Grafana request returns a “500 Service Unavailable” error message,
- The log agent is not able to send log data due to unreachability of the dedicated log server to the pipeline.
11a.4 The availability of the IONOS CLOUD Logging Service is calculated monthly and based on 100 percent minus the arithmetic mean of error rates.
Error rate is defined as the ratio of server errors to the total number of requests within a five-minute interval. If no requests are made during an interval, the error rate for that interval is considered as zero percent.
11a.5 The credit is calculated as a percentage of all payments made for the IONOS CLOUD Logging Service in the billing month in which the availability was undercut.
11a.6 If the agreed minimum availability of the IONOS CLOUD Logging Service is not met, You are entitled to receive a credit note resulting from the following table:
| IONOS CLOUD LOGGING SERVICE MONTHLY AVERAGE AVAILABILITY | IONOS CLOUD LOGGING SERVICE MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE RELATED TO A MONTHLY STATEMENT |
|---|---|---|
| Smaller than | Equal to or greater than | |
| 99.50% | 99.00% | 25% |
| 99.00% | 40% |
11b. IONOS CLOUD Tracing Service
11b.1 The IONOS CLOUD Tracing Service ("Tracing Service") provides managed ingestion, storage and query of OpenTelemetry traces. The Tracing Service is governed by all terms of the Logging Service SLA (Section 11a.) – including the monthly availability target of 99.5%, the measurement method, the service-credit table, and the claims process – except as modified in this section; where this section conflicts with the Logging Service SLA, this section prevails.
11b.2 The Tracing Service is considered unavailable where, for the affected tenant: (i) the OTLP ingestion endpoint (gRPC or HTTP) does not accept traces – no HTTP connection can be established, or the endpoint returns an HTTP status code ≥ 500; or (ii) the Grafana interface returns "500 Service Unavailable" for the tenant's Tracing (Tempo) data source; or (iii) submitted traces cannot be ingested because the tenant's ingestion pipeline is unreachable.
11b.3 In addition to the general exclusions, the following do not constitute unavailability and do not entitle the customer to service credits: (i) unavailability caused by the actions or inactions of the customer or the customer's software (including exceeding published rate limits or quotas, or misconfigured exporters); (ii) rejection of data that exceeds documented per-tenant ingestion limits (HTTP 429); (iii) scheduled maintenance performed with the applicable notice; (iv) force majeure; (v) failures of third-party services or infrastructure outside IONOS's control.
11c. IONOS CLOUD Monitoring Service
11c.1 The IONOS CLOUD Monitoring Service ("Monitoring Service") provides managed ingestion, storage and query of metrics. The Monitoring Service is governed by all terms of the Logging Service SLA (Section 11a.) – including the monthly availability target of 99.5%, the measurement method, the service-credit table, and the claims process – except as modified in this section; where this section conflicts with the Logging Service SLA, this section prevails.
11c.2 The Monitoring Service is considered unavailable where, for the affected tenant: (i) the metrics ingestion endpoint does not accept samples — no HTTP connection can be established, or the endpoint returns an HTTP status code ≥ 500; or (ii) the Grafana interface returns "500 Service Unavailable" for the tenant's Monitoring (Mimir) data source; or (iii) submitted metrics cannot be ingested because the tenant's ingestion pipeline is unreachable.
11c.3 In addition to the general exclusions, the following do not constitute unavailability and do not entitle the customer to service credits: (i) unavailability caused by the actions or inactions of the customer or the customer's software (including exceeding published rate limits or quotas);
(ii) rejection of data that exceeds documented per-tenant ingestion limits (HTTP 429); (iii) scheduled maintenance performed with the applicable notice; (iv) force majeure; (v) failures of third-party services or infrastructure outside IONOS's control.
13. AI Model Hub
13.1 AI Model Hub is a service which provides access to a collection of AI models and Vector databases via the AI Model Hub API. The scope of this SLA is strictly limited to the API endpoints provided as part of the service.
13.2 IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to ensure the AI Model Hub is available to a level of at least 99.9% on a monthly average. Should IONOS Cloud UK Ltd. fail to meet this obligation, You shall be entitled to receive a credit note.
13.3 The AI Model Hub is considered unavailable (“Downtime”) if you receive a 500 ("Internal Server Error"), 502 ("Bad Gateway"), 503 ("Service Unavailable"), or 504 ("Gateway Timeout") server error message for a period of one or more consecutive minutes. Partial minutes or intermittent unavailability for a period of less than one continuous minute will not be counted towards any unavailability period.
13.4 To determine the monthly availability, we assess the service in 5-minute intervals. A 5-minute interval is counted as unavailable if it contains one or more minutes of “Downtime” as defined in the preceding section (13.3).
If You did not make any Valid Requests in a given 5-minute interval, that interval is assumed to be 100% available.
The formula for calculating the Monthly Average Availability Percentage is:
100%-(Number of 5-minute intervals with Downtime/Total number of 5-minute intervals in a month)
13.5 The credit note is calculated as a percentage of all payments made for the IONOS AI Model Hub during the billing month in which the availability was not provided.
13.6 If the agreed minimum availability of the AI Model Hub API is not provided, You are entitled to receive a credit note resulting from the following table:
| AI MODEL HUB MONTHLY AVERAGE AVAILABILITY |
AI MODEL HUB MONTHLY AVERAGE AVAILABILITY | CREDIT NOTE FOR ONE MONTH’S BILLING |
|---|---|---|
| Smaller than | Equal to or greater than | |
| 99.90% | 99.00% | 10% |
| 99.00% | 95.00% | 25% |
| 95.00% | 40% |
14. Data Center Designer and IONOS CLOUD API
14.1 The Data Center Designer (DCD) and IIONOS CLOUD Application Programming Interface (API) are web services that enable You to control and manage the services offered by IONOS Cloud UK Ltd..
14.2 IONOS Cloud UK Ltd. provides You with DCD and API and aims for an availability of 99.5 percent as a monthly mean.
14.3 The DCD and API are available to You whenever You can access these interfaces and when changes can be made to the configuration of Your virtual resources.
14.4 As DCD and API are additional services that are provided to You free of charge, compliance with the service level is not subject to any credit regulation.
14.5 The Service Level Agreement (SLA) shall not apply to the ‘Cloud GPU VM’ product, irrespective of variant, configuration, plan or tariff, or any optional add-ons that are solely intended for use with the Cloud GPU VM. No SLA commitments (including, without limitation, availability, incident response and fault resolution times, or performance metrics) apply to this product, and no service credits will be provided in respect of it. Where the Cloud GPU VM is used together with other services that are covered by the SLA, the SLA applies only to those other services. Any individually agreed service levels remain unaffected.
14.6 For other services of IONOS Cloud UK Ltd., in particular new products not explicitly mentioned in this SLA, IONOS Cloud UK Ltd. undertakes to make commercially reasonable efforts to achieve an availability of at least 99 percent on a monthly average.
15. Granting of credit notes for defect claims
15.1 IONOS Cloud UK Ltd. shall grant credit notes for claims regarding defects based on the credit note scale of the service concerned and the following terms.
15.2 To receive a credit note, You must assert Your claim by contacting the IONOS CLOUD Support of IONOS Cloud UK Ltd. in writing. The credit note must be requested within two weeks after the end of the billing month for which it is claimed. The request must contain the Unique Identifier (UID) of the affected instance, volumes or Object Storage buckets, and information on the times of each period of non-availability covered by the claim. Furthermore, the incidents are to be documented in request logs, and must be included in the claim. Confidential information is to be pseudonymised.
15.3 IONOS Cloud UK Ltd. will grant or reject the credit note within six weeks of receipt of the complete request. If the request does not contain the information given above, the claim for a credit note cannot be accepted.
15.4 Credit notes shall only be made against future payments, which are due to be paid by You. IONOS Cloud UK Ltd. will not reimburse the sum in any other form. IONOS Cloud UK Ltd. will not be responsible for the reimbursement of indirect and consequential damage such as loss of profits, interruption of business, loss of data and information etc. in accordance with its General Terms and Conditions of IONOS CLOUD.
16. Response times for technical support
16.1 At IONOS Cloud UK Ltd. qualified personnel (system administrators) are available to You for troubleshooting 24 hours a day, 365 days a year. This is an additional service that is provided to You free of charge.
The IONOS CLOUD Support can be contacted as follows:
| COUNTRY | PHONE NUMBER | EMAIL ADDRESS |
|---|---|---|
| Germany (German) | +49 30 57700-820 | support@cloud.ionos.de |
| Austria (German) | +43 1 3850571 | support@cloud.ionos.at |
| Italy (English) | +39 02 35400536 | support@cloud.ionos.it |
| France (English) | +33 1 76 54 09 41 | support@cloud.ionos.fr |
| United Kingdom (English) | +44 333 336 1285 | support@cloud.ionos.co.uk |
| United States (English) | +1 267 481-7981 | support@cloud.ionos.com |
| Canada (English) | +1 267 481-7981 | support@cloud.ionos.com |
| Mexico (English) | +52 55 4440-9171 | support@cloud.ionos.mx |
16.2 When a support request is received, a trained system administrator will contact You. The support enquiries are processed according to the response times defined below.
16.3 The following response times apply to incoming support requests:
| SUPPORT REQUEST |
IONOS CLOUD (WITHOUT CUBES) |
IONOS CLOUD CUBES |
|---|---|---|
| Disruption (service is not available, or its use is limited) |
< 1 hour |
< 6 hours |
| Service or information request |
< 72 hours | < 72 hours |
16.4 You will receive an explanation from an expert within the above response times. Either this will contain an explanation concluding the process or, if the process has not yet been completed, an initial assessment of the support request and information about what will happen next. In the case of disruption, You will additionally be informed about the extent of the disruption and how long it will probably take to deal with it.
17. Maintenance work
17.1 IONOS Cloud UK Ltd. may temporarily suspend or restrict access to the Services if this is required for the security of network operation, the maintenance of network integrity (in particular the prevention of serious network disruptions), the interoperability of services and data protection requirements. As far as possible, IONOS Cloud UK Ltd. will perform required maintenance work during periods of low use.
17.2 Within each quarter, maintenance work causing the service to become unavailable shall not exceed a period of four hours. IONOS Cloud UK Ltd. will inform You about upcoming maintenance work two working days in advance. In the event of a lengthy temporary suspension of or restrictions to the service,IONOS Cloud UK Ltd. will notify You seven days in advance of the nature, extent and duration of the down time, as far as circumstances allow and as long as the notification would not delay the elimination of any interruptions that have already occurred. The above limitations are not considered to be periods of unavailability.
18. Disclaimer
18.1 Unforeseeable, unavoidable events, which are beyond the control of IONOS Cloud UK Ltd., and events beyond its liability such as force majeure, war, natural disasters or labor disputes, shall release IONOS Cloud UK Ltd. from its obligation to provide the service for their duration. Agreed service periods are extended by the duration of the disruption; You shall be informed of the occurrence of the disruption in an appropriate manner. If the end of the disruption is not foreseeable or lasts more than one month, each party is entitled to terminate the contract.
18.2 A disruption does not need to be dealt with by IONOS Cloud UK Ltd. if the data transmission is disturbed outside the data network operated by IONOS Cloud UK Ltd., e.g. due to line failure or interference with other providers or telecommunication providers. Furthermore, periods shall not be considered times of unavailability during which IONOS Cloud UK Ltd. restricts or blocks access to individual products and / or services due to an urgent threat to its data, hardware and / or software infrastructure or Your data, hardware and / or software infrastructure caused by external threats (e.g. viruses, trojans), or due to a significant threat to network security or network integrity. When making a decision of this nature, IONOS Cloud UK Ltd. will, as far as possible, take into consideration Your legitimate interests, inform You immediately of the measures taken and take every reasonable action to immediately lift the access restriction or blocking.
18.3 The responsibility of IONOS Cloud UK Ltd. for the components used to provide services ends at the data interfaces between the data center and the public data networks or Your data network, if there is a direct connection to the latter's data network based on a contractual agreement.
18.4 IONOS Cloud UK Ltd. shall only be liable for non-compliance with the SLA if IONOS Cloud UK Ltd. is solely responsible for such non-compliance. Furthermore, the obligations taken on in this SLA do not apply to the following types of disruption:
- Outages caused by incoming / outgoing hacker attacks,
- Failure to comply with the SLA caused by You or Your software,
- Software / programs which have been defectively installed or improperly used by You,
- Scheduled maintenance performed by IONOS Cloud UK Ltd. or its suppliers, of which You were informed within a minimum notice period,
- Errors caused by the manufacturer in the standard software used, on which the IONOS Cloud UK Ltd. infrastructure is based (e.g. MS Windows server) and/or hardware,
- Emergency maintenance,
- Force majeure.
18.5 If IONOS Cloud UK Ltd. can prove to You that disruptions are not covered by the warranty, IONOS Cloud UK Ltd. reserves the right to charge You for troubleshooting.
Content
- Service Level Agreement of IONOS Cloud UK Ltd.
- 1. Scope
- 2. IONOS CLOUD Compute Engine
- 3. IONOS CLOUD Confidential VM
- 4. IONOS CLOUD Cubes
- 5. IONOS CLOUD Block Storage
- 6. IONOS CLOUD Object Storage
- 7. IONOS CLOUD Database-as-a-Service (DBaaS)
- 8. IONOS CLOUD Managed Kubernetes
- 9. Container Registry
- 10. IONOS CLOUD DNS
- 11a. IONOS CLOUD Logging Service
- 11b. IONOS CLOUD Tracing Service
- 11c. IONOS CLOUD Monitoring Service
- 12. Event Streams for Apache Kafka
- 13. AI Model Hub
- 14. Data Center Designer and IONOS CLOUD API
- 15. Granting of credit notes for defect claims
- 16. Response times for technical support
- 17. Maintenance work
- 18. Disclaimer
- 19. Severability clause
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