Service Level Agreement

1 Purpose and Scope

This Service Level Agreement ("SLA") sets forth the availability targets, support protocols, and remedies offered by PeaceWeb B.V., trading as Steadcloud, for our cloud and managed hosting services.

This SLA forms an integral part of our Terms & Conditions and applies to clients with active paid subscriptions. Services used with promotional credit are subject to this SLA.

2 Service Availability

Steadcloud targets a minimum monthly uptime of 99.99% for the following services:

3 Service Credits

If we fail to meet our uptime commitment, you are entitled to service credits as follows:

Service credits must be requested within 30 days of the incident. Credits are applied to future invoices and cannot be exchanged for cash.

4 Support Response Times

We provide technical support through our ticketing system. Response time targets vary by priority:

Business hours: Monday-Friday, 09:00-17:00 CET, excluding Dutch national holidays.

5 Managed Hosting Premium Support

Clients on Managed Hosting plans receive enhanced support:

• ✓ Dedicated account manager
• ✓ 24/7 proactive monitoring
• ✓ Priority escalation path
• ✓ Monthly performance reviews
• ✓ Custom SLA terms available upon request

6 SLA Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• • Scheduled maintenance announced at least 48 hours in advance
• • Emergency security patches required to protect infrastructure
• • Force majeure events (natural disasters, war, government actions)
• • Issues caused by your actions, applications, or third-party services
• • DDoS attacks or other malicious activities targeting your resources
• • Network issues outside of Steadcloud's network infrastructure
• • Accounts with exceeded credit limits and unpaid invoices

7 Requesting Service Credits

To request service credits, follow this procedure:

1. 1
   Submit a written claim

   Contact support@steadcloud.com within 7 calendar days of the incident

2. 2
   Include required information

   Account ID, affected services, date/time of incident, description of impact

3. 3
   Verification

   Our team will verify the claim against our monitoring data within 5 business days

4. 4
   Credit application

   Approved credits will be applied to your next invoice

8 Credit Limitations

Service credits are subject to the following limitations:

• • Maximum credit per calendar month: 100% of that month's fees for affected services
• • Credits are non-transferable and cannot be exchanged for cash
• • Credits expire if not used within 12 months of issuance
• • Multiple incidents in the same month may be combined but cannot exceed monthly maximum

9 SLA Modifications

Steadcloud reserves the right to modify this SLA. Material changes will be communicated via email at least 30 days before taking effect. The version of the SLA in effect at the time of an incident will apply to any credit claims for that incident.

10 Contact

For questions about this SLA or to report an issue: