Service level agreement

1. Scope

1.1 This SLA is part of the terms and conditions (articles 2.3 and 14.4).

1.2 The SLA covers machines (Compute and Containers), their volumes and the network at location EU-NL-1, per machine and per calendar month.

1.3 Times are Dutch time (Europe/Amsterdam).

2. Availability

2.1 Availability per machine per calendar month: 99.9%.

2.2 A machine is unavailable when, for a cause on axnet’s side, it does not run or cannot be reached through axnet’s network. This counts from the start of the outage until it is resolved, in minutes.

2.3 Availability = (minutes in the month − minutes unavailable) ÷ minutes in the month × 100%. Announced maintenance and the other exclusions (article 6) do not count.

3. Maintenance

3.1 There is no fixed maintenance window. axnet announces maintenance in advance in the console and by e-mail, with the time, the expected duration and the machines affected.

3.2 Planned maintenance: at least 1 month ahead.

3.3 Urgent maintenance: at least 1 week ahead.

3.4 In case of an acute threat, such as a security flaw that is being actively exploited, axnet carries out maintenance as soon as needed, and announces it as early as possible.

4. Outages

4.1 axnet posts outages that affect customers at the top of this website and in the console.

4.2 axnet updates the notice until the outage is resolved.

4.3 After a serious outage, the customer gets a report on request: cause, duration, impact and measures.

4.4 The customer reports an outage through a channel in article 5, with the machine and what it sees.

5. Support

5.1 Channels:

Channel	Contact
Phone	085 0043 490
E-mail	info@axnet.nl

5.2 Support hours: 24/7. Languages: Dutch and English.

5.3 Response times:

Priority	When	First response
Urgent	A machine or the network is down, or a security incident.	Within 4 hours, 24/7
Normal	Everything else.	Within 1 working day

5.4 axnet supports the platform: the console, the API, the network and the hardware. What runs inside the machine, such as the operating system and software, is managed by the customer (terms, article 13.2).

6. Exclusions

6.1 Unavailability does not count when caused by:

1. maintenance axnet announced under article 3;
2. the customer or its users: settings, the firewall, the operating system or software in the machine, a restart or a full disk;
3. a suspension or measure under the terms (articles 7 and 11) or the acceptable use policy;
4. an attack on the customer, such as DDoS, or a measure axnet takes to protect the network;
5. networks and services outside axnet, such as services that only have IPv4;
6. force majeure (terms, article 15).

7. Changes

7.1 axnet may change this SLA under article 16 of the terms.