Service Level Agreement

1. Service Description

1.1 Responsibilities

Webosa is responsible for the full operational management of the server(s).

The Client is responsible for the administrative management of the server via the client access provided through Webosa’s control panel. The Client is also responsible for creating and maintaining backup copies of all stored data.

1.2 Scheduled Maintenance

To ensure ongoing availability and reliability, all components of an IT infrastructure require regular maintenance. Webosa performs Scheduled Maintenance during predefined maintenance windows, which take place daily between 01:00 and 08:00 (CET).

1.3 Emergency Maintenance

Emergency Maintenance consists of immediate actions required to address situations that pose a direct threat to the stability, continuity, and/or integrity of the services. Such maintenance cannot be planned and must be executed without delay.

Emergency situations may arise, for example, when a critical software vulnerability is identified by a supplier and must be resolved immediately. In the event of Emergency Maintenance, specific obligations apply to both Webosa and the Client, as defined below.

1.4 Incidents

The resolution of service incidents by Webosa is included as standard within this SLA and is provided free of charge.

An incident is defined as any event that falls outside normal service operation and may result in a service interruption or degradation of service quality.

1.5 Incorrect Incident Reports

Webosa continuously monitors its own systems and those of its Clients. When a potential incident is detected, Webosa personnel are notified automatically. As a result, reporting an incident by the Client is generally not required. However, the Client may report an incident if it is observed independently.

If it is later determined that the report did not concern an actual incident, Webosa reserves the right to charge the applicable IT Support hourly rate of €140 per hour.

1.6 Technical Support

The Client may submit requests for Technical Support. These requests concern activities that the Client would normally perform independently, but for which the Client seeks Webosa’s expertise. Upon submission of a request, the Client will receive a ticket number for reference. A Webosa representative will then indicate the proposed actions and any associated costs.

Technical Support requests are handled during office hours only. No guaranteed response time applies.

1.7 Rates for Additional Services

Webosa applies different hourly rates for additional services, including Technical Support and Webmaster Services. Rates vary based on the nature and complexity of the activities performed. Billing is calculated per 30 minutes.

• Webmaster Services: Includes routine tasks normally performed by the Client. Via the Helpdesk, the Client may request Webosa to carry out simple actions within the control panel, web hosting environment, website, or virtual private server. Current rates are listed on the service page.

• Basic Support: Advice on and resolution of incidents at the user and administrator level within the control panel provided by Webosa. Handled by the Helpdesk. Rate: €100 per hour.

• IT Support: Advice on and resolution of incidents at the root and system administrator level. Handled by the Operations department. Rate: €140 per hour.

• Consultancy: Advisory and research services related to the implementation of new features and software. Provided by a Technical Consultant from the Operations department. Rate: €180 per hour.

*All prices stated are exclusive of VAT.

2. Priorities and Response Times

Webosa classifies service incidents into different priority levels, each with a corresponding response time. These priorities and response times are described below.

All times stated are based on UTC +1 and UTC +2 during daylight saving time. Unless stated otherwise, all references to hours and days are clock hours and calendar days. Business days are Monday through Friday. Office hours are from 09:00 to 17:00.

2.1 Priority Levels

The priority levels below apply exclusively to standard services and applications. Any additional or third-party applications fall outside the scope of Webosa’s support.

Priority 1 – Critical Incident A complete loss of business-critical functionality, with no available workaround and requiring immediate intervention. Core service components are monitored 24×7 by Webosa.

2.2 Submitting a Claim (Notice of Default)

The Client is responsible for submitting a claim for any applicable penalty compensation. Claims must be submitted within 14 calendar days following the end of the relevant month. A claim may only be submitted if the Client reported at least one incident during that month. Claims must be submitted via the support channel.

If all conditions are met and Webosa’s measurements confirm a deviation from the agreed service levels, the applicable Service Credit is granted.

2.3 Service Credits

Compensation for missed availability targets is provided exclusively as a Service Credit on the Client’s account for the affected service — never as a cash payment or as compensation for consequential loss. Availability is measured per calendar month and excludes Scheduled Maintenance, Emergency Maintenance, Force Majeure and downtime caused by the Client or third-party software.

The Service Credit is calculated on the monthly fee for the affected service. For services billed annually (such as web hosting and e-mail), the monthly fee equals the annual price divided by twelve.

The total Service Credit in any month is capped at one month’s fee for the affected service. Credits must be claimed as described in section 2.2.

3. Abuse Policy

Webosa classifies incidents into different priority levels, each with corresponding response times. These priorities and response times are defined in the preceding sections.

All times stated are based on UTC +1 and UTC +2 during daylight saving time. Unless stated otherwise, all references to hours and days refer to clock hours and calendar days. Business days are Monday through Friday. Office hours are from 09:00 to 17:00.

3.1 Abuse Regulations

To ensure the continuity and reliability of the services, both Webosa and the Client have specific rights and obligations regarding Abuse. Any form of internet misuse is considered unacceptable by both parties.

Abuse includes, but is not limited to:

• storing, distributing, or publishing content that violates applicable laws or regulations;

• spamming;

• hacking or unauthorized access.

3.1.1 Rights and Obligations of Webosa

Webosa reserves the right to:

• suspend or block internet access to the server in cases of nuisance, misuse, or Abuse;

• notify the Client of such suspension using the contact details provided by the Client;

• permanently suspend services and/or unilaterally terminate the agreement in cases of repeated or ongoing Abuse.

3.1.2 Rights and Obligations of the Client

The Client agrees to:

• adequately secure all accounts that provide access to the Service against hacking and misuse, including the unlawful storage or distribution of content;

• actively prevent misuse of the Service;

• refrain from any form of internet misuse, including but not limited to spamming and hacking of third parties;

• acknowledge that Webosa is entitled to deny internet access to the server in cases of nuisance or Abuse;

• acknowledge that Webosa cannot be held liable for any direct or consequential damages resulting from the suspension of services due to Abuse;

• acknowledge that service guarantees do not apply during temporary suspension of the Client’s system due to actual or suspected Abuse;

• acknowledge that Webosa has sole discretion in determining whether an incident constitutes Abuse.

4. Liability for Third-Party Software

Webosa is not liable for issues arising from the use of third-party software, including but not limited to email clients, content management systems (CMS), and other external applications.

If no fault is identified within the underlying infrastructure and the webmail or server environment is operating correctly, Webosa may, at its discretion, provide advisory support or assistance. However, the resolution of technical issues that are specific to third-party software — such as problems involving plugins, themes, extensions, or custom configurations—falls outside Webosa’s scope of responsibility. Any assistance provided in such cases will be charged in accordance with the IT Support hourly rate.

Examples of issues outside Webosa’s responsibility include, but are not limited to:

• Malfunctions or errors in third-party software, such as email clients (e.g., Outlook or Thunderbird) or CMS platforms (e.g., WordPress, Joomla, or Drupal).

• Configuration issues related to external software, including antivirus applications, firewall rules, or network security solutions.

• Data loss resulting from incorrect settings or misconfigurations within third-party software.

• Issues caused by the use of unsupported, outdated, or end-of-life versions of third-party software.

5. Liability for Human Error

Webosa aims to deliver services of a high professional standard. However, Webosa shall not be liable for any damage, data loss, or other adverse consequences resulting from human error by its employees.

This limitation of liability includes, but is not limited to, the following situations:

5.1 Backups and Data Recovery

• Failure to restore backups, or incomplete or incorrect backup restoration.

• Corrupted or unusable backups caused by unforeseen technical issues.

• Loss of recent data or changes following a backup restoration.

5.2 Installation and Configuration

• Incorrect installation, modification, or removal of software, plugins, or scripts.

• Misconfigured settings resulting in reduced performance, service unavailability, or security vulnerabilities.

• Issues arising from conflicts between installed applications.

5.3 Data Handling and Modifications

• Accidental deletion or overwriting of files or databases.

• Data loss resulting from manual or automated processes.

• Configuration changes that result in loss of functionality or weakened security.

5.4. Maintenance and Updates

• Issues caused by software updates that are incompatible with the existing environment.

• Errors made during maintenance activities or system changes.

• Temporary service interruptions during scheduled or emergency maintenance.

5.5 Advice and Technical Support

• Inaccurate or incomplete advice relating to hosting, security, or system configuration.

• Misinterpretation of client instructions resulting in unintended changes.

• Technical limitations when providing support for specific software or custom-built solutions.

5.6 Security and Access Control

• Incorrectly configured firewall, permission, or access rules causing websites or email services to malfunction.

• Loss of access due to miscommunication regarding credentials or security settings.

• Unintentional data exposure caused by improperly configured permissions.

Important Notice: Webosa provides a standard Service Level Agreement (SLA) that defines the scope, responsibilities, and limitations of its services. Upon request, a customized SLA with additional guarantees and tailored agreements can be provided.

6. Backup and Restore

We automatically back up the hosting environment, without you having to do anything for it. This happens at two levels: a full backup of the virtual machines (at server level with Proxmox VE) and a backup of the hosting content itself (with Plesk Backup Manager). Both are stored on an external Hetzner StorageBox, separate from the production environment. That way the backups stay reachable even if something happens to the server itself.

These backups are meant as a safety net for emergencies. They come in addition to the backups you keep yourself under article 1.1.

6.1 What we back up, and how often

At server level, Proxmox VE makes a full backup of the virtual machines. We back up the production server Poseidon, which runs the web hosting, more often than the other machines:

• 02:00 all virtual machines
• 08:00, 14:00 and 20:00 Poseidon only

This gives Poseidon a fresh backup every six hours and the other machines once a day. The backups are made in snapshot mode, so your service stays available while the backup runs, and they are compressed with ZSTD.

In addition, Plesk Backup Manager makes a daily backup at 04:00 of the hosting content itself: your websites, files, databases and mailboxes.

6.2 How long we keep backups

Of the Plesk backup we keep the two most recent full backup files. As soon as a new one is created, the oldest is automatically removed. The Proxmox snapshots are kept on the StorageBox according to a fixed rotation schedule, always keeping the most recent backups available.

6.3 How much data could be lost at most (RPO)

A backup is always a snapshot in time. Anything you create or change after the last backup is not yet included. The time between two backups therefore determines how much you could lose in the worst case:

• Poseidon (web hosting): at most about 6 hours.
• Other virtual machines: at most about 24 hours.
• Restore per website, database or mailbox via Plesk: daily restore points, so at most about 24 hours.

6.4 How quickly a restore usually takes (RTO)

How long a restore takes depends on how much needs to be restored, how quickly the data comes off the external storage and what kind of failure is involved. The times below are a guideline, not a firm commitment:

• Restoring a single website, database, mailbox or account via Plesk: usually within a few minutes to a few hours, during office hours.
• Restoring a full virtual machine via Proxmox: usually a few hours.

The same office hours apply to restore requests as in article 2. Restoring a backup at your request is a paid service. We agree with you in advance on what we will do and what it will cost, according to the hourly rate for IT Support.

6.5 What is and is not included

Included:

• automatic backups at both server and hosting level, following the schedules above;
• storage in an external location, separate from the production environment;
• restore of websites, files, databases and mailboxes from the Plesk backup;
• full restore of a virtual machine from the Proxmox snapshot.

Not guaranteed:

• that no data is ever lost; changes made after the last backup are not covered, with the margins in article 6.3 as the upper limit;
• restore to a moment of your choosing; we can only restore from an available backup point within the retention period;
• restore of data whose backup has since expired or been replaced;
• that a backup is usable in every case; on rare occasions a backup may be damaged by unforeseen technical problems, as also noted in article 5.1.

6.6 Overview

7. Force Majeure

Webosa shall not be held liable for any failure or delay in the performance of its obligations resulting from force majeure. Force majeure includes, but is not limited to:

• outages or disruptions of the internet or telecommunications infrastructure;

• cyber incidents such as SYN flood attacks, network attacks, DoS attacks, or DDoS attacks;

• power failures;

• civil unrest, mobilization, war, or similar events;

• transportation disruptions;

• strikes or lockouts;

• operational or business interruptions;

• delays or failures in supply chains;

• fire or flooding;

• import or export restrictions; and

• circumstances in which Webosa is unable to perform its obligations due to failures or non-performance by its own suppliers, regardless of the underlying cause.

In such circumstances, the performance of the agreement cannot reasonably be required of Webosa for the duration of the force majeure event.

Our data center is certified to ISO 27001, ISAE 3402, NEN 1010, and NEN 3140.