As of 2 October 2026
This SLA applies to production instances on the Starter, Standard, Pro and Enterprise plans (see Pricing). It is part of the hosting contract and fills in the numbers referenced by section 7 of the general terms (availability, maintenance and SLA). The general terms prevail: exclusions and the priority of credits follow section 7, and this document does not deviate from it. Enterprise values can be agreed separately; they are never below the Pro values. The general terms are available in English as a translation; the German version prevails.
| Plan | Committed availability per calendar month | Equivalent downtime budget per month |
|---|---|---|
| Starter | 99.5% | approx. 3.6 hours |
| Standard | 99.5% | approx. 3.6 hours |
| Pro | 99.9% | approx. 43 minutes |
| Enterprise | individual, at least the Pro commitment (99.9%) | at most approx. 43 minutes |
The downtime budget is the arithmetic equivalent of the percentage, not a second commitment. The percentage is what counts.
Business hours are Monday to Friday, 08:00 to 18:00 (Vienna time), Austrian public holidays excluded. A business hour is an hour inside that window. The first response is our first substantive reply to your fault report, not the restoration of service.
| Level | Plans | First response within business hours |
|---|---|---|
| Business | Starter, Standard | 4 business hours |
| Priority | Pro, Enterprise | 1 business hour for a total outage of the instance |
If a report arrives outside business hours, the clock starts at the next business hour. For Enterprise, on-call coverage outside business hours can be agreed individually.
If we fall below the committed availability in a calendar month, you get a credit on the monthly fee of the affected instance, on request.
| Availability reached in the month | Credit (share of the instance monthly fee) |
|---|---|
| below the commitment down to 99.0% | 10% |
| 99.0% down to 95.0% | 25% |
| below 95.0% | 50% |
Identical to section 7 of the general terms. The following do not count as unavailability:
A data centre outage is explicitly not excluded: it runs through this SLA and its credits.
Your production instance is not reachable over HTTP(S) from the outside. Downtime is counted from a continuous duration of 5 minutes, per instance and per calendar month. Not counted: announced maintenance windows, emergency maintenance for acute security response, force majeure, customer-caused faults, and faults outside the sphere of control of erpdock.
In text form within 30 days after the end of the affected month, to service@erpdock.eu, naming the instance and the month. The basis is the externally measured availability data; you can inspect it on request. Credits are offset against future fees, never paid out in cash.
No. The availability commitment and the credits apply to production instances only. Staging environments are not covered.
If a node fails, your VM restarts automatically on another node; your data is unaffected. If a whole site fails, the instance is brought back up from the backup at the second site: target time in the range of hours, data state is the last backup. There is no cross-site operation without interruption today; expansion to two sites is planned for 2027.