Service Level Agreement (SLA)

Last updated: October 2, 2026

This English translation is provided for convenience only. In case of any discrepancy, the German version shall prevail.

This Service Level Agreement (“SLA”) governs the availability of the hosting services provided by Friedl & Friedl GbR, trading as “Nexthosting” (“Nexthosting”, “we”). It sets out the availability Nexthosting commits to, how it is measured, which periods do not count as downtime, and the compensation the customer receives if the committed availability is not met in a calendar month.

1. Scope

This SLA applies to the following paid services, provided they are delivered on infrastructure operated by Nexthosting:

• Game servers
• VPS servers
• Web hosting and WordPress hosting
• Dedicated servers
• Discord bot hosting

It does not apply to:

• domain registrations and services provided by registries and registrars,
• free services, trial access and features marked as preview or beta,
• third-party services that Nexthosting merely resells or brokers,
• individually agreed project and professional services, unless agreed otherwise there.

This SLA supplements the General Terms and Conditions of Nexthosting (Terms for consumers, Terms for business customers). Individual agreements with the customer take precedence.

2. Availability commitment

For the services listed in section 1, Nexthosting commits to an availability of 99.9% as a monthly average. The reference period is the calendar month.

The commitment covers the infrastructure Nexthosting is responsible for: power supply and cooling in the data center, network connectivity up to the handover point to the internet, and the host system or the virtualization and hosting platform on which the customer's service runs.

At an availability of 99.9%, the permitted unplanned downtime is about 43 minutes in a 30-day month.

3. Measuring availability

Availability is calculated per service and calendar month using the following formula: (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100.

• Downtime is the period during which the service cannot be reached from outside for reasons within Nexthosting's area of responsibility.
• The measurement data of Nexthosting's monitoring systems is decisive.
• Downtime begins when the outage is detected by monitoring or when a comprehensible fault report from the customer is received by ticket. It ends when reachability is restored.
• Periods listed in section 4 do not count as downtime.

4. Periods that do not count as downtime

Limited reachability does not count as downtime if it is caused by:

• announced maintenance in accordance with section 5,
• urgent maintenance and security measures required to avert a specific threat to security, stability or data integrity,
• force majeure and other events beyond Nexthosting's control, such as natural events, official orders, industrial action or large-scale failures of the energy or telecommunications supply,
• faults outside Nexthosting's infrastructure, in particular in third-party networks, in the customer's internet access, and in DNS, registry or other third-party systems,
• attacks on systems or networks, in particular DDoS attacks, including the filtering and protective measures required to mitigate them,
• software, operating systems, mods, plugins, scripts, configurations or content that the customer uses or is responsible for,
• exceeding booked resources, and any use that violates the Terms and Conditions or the Acceptable Use Policy (AUP),
• suspensions and restrictions that Nexthosting is entitled to impose under the Terms and Conditions, in particular in the event of late payment or abuse,
• periods during which the customer does not provide required cooperation, or during which restoration is postponed at the customer's request,
• for dedicated servers, the time required to replace defective hardware components,
• the failure of individual functions or applications within the service, as long as the service itself can be reached.

5. Maintenance

Nexthosting generally announces planned maintenance at least 48 hours in advance, for example on the status page, by email or in the customer area, and schedules it for low-load periods where possible.

Urgent measures that cannot be postponed may be carried out at short notice or without prior notice. In that case Nexthosting provides information as early as possible.

6. Monitoring, fault reports and response times

The infrastructure is technically monitored around the clock.

The customer should report faults by ticket in the customer area, or alternatively by email to [email protected]. The report should state the affected service, the time and a description of the fault.

• Support hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (CET/CEST)
• Response time: generally within 24 hours
• Current incidents and maintenance: status page
• Additional help from the team and community: Nexthosting Discord server (no committed response time)

Response times are targets for the first reply. They do not constitute a commitment to a specific restoration or resolution time.

7. Service credit

If the committed availability is not met in a calendar month, the customer receives, on request, a credit against the fee owed for the affected service for that month:

• Availability below 99.9% down to and including 99.0%: credit of 5%
• Availability below 99.0% down to and including 95.0%: credit of 10%
• Availability below 95.0%: credit of 25%

The following applies to the credit:

• The request must be submitted by ticket within 30 days after the end of the affected calendar month and must name the affected service and the period of the fault.
• The credit is added to the credit balance of the customer account and offset against future fees.
• One credit is granted per service and calendar month; it is limited to 25% of the monthly fee for the affected service.
• For longer billing periods, the pro rata fee attributable to one month is decisive. One-time fees and add-on services are not taken into account.
• There is no entitlement to a credit while the customer is in default with payments due for the affected service.

8. Relationship to statutory rights and the Terms and Conditions

This SLA describes the contractually agreed availability of the service. It does not constitute a guarantee in the sense of strict liability regardless of fault, nor a guarantee of quality or durability.

The customer's statutory rights, in particular rights in the event of defects and mandatory consumer rights, remain unaffected. A credit granted under this SLA is offset against claims for a price reduction, refund or damages arising from the same event.

Nexthosting's liability is governed by the Terms and Conditions.

9. Changes to this SLA

Nexthosting may amend this SLA with effect for the future, in particular in the event of changes to the infrastructure, the services offered or the legal situation. The version published on the website at the relevant time applies.

For existing contracts, changes apply in accordance with the Terms and Conditions. Nexthosting will give advance notice in text form of material changes that are to the customer's disadvantage.

10. Contact

Questions about this SLA and requests for a credit should be sent to Nexthosting by ticket in the customer area or by email to [email protected].