Service Level Agreement

01 Network Availability Guarantee

Klaas Systems guarantees that our network will be available 99.99% of the time in a given calendar month, excluding scheduled maintenance.

"Network Availability" is defined as the ability of your server to exchange data with the internet via our global backbone. We measure availability at the router output port on our border routers.

02 SLA Credits

In the event that Klaas Systems fails to meet the Availability Guarantee, you will be eligible for a Service Credit calculated as a percentage of the monthly fee for the affected service, as outlined below:

03 Hardware Replacement Guarantee

For Dedicated Bare Metal customers, Klaas Systems guarantees the functioning of all leased hardware components. In the event of a hardware failure (CPU, RAM, Motherboard, PSU, or Disk), we guarantee to replace the faulty component within 2 hours of identifying the problem.

If replacement takes longer than 2 hours, you are entitled to a credit of 5% of the monthly fee for every additional hour of downtime.

04 Limitations & Exclusions

The SLA Guarantee does not apply to Service Downtime caused by:

• Scheduled maintenance windows (notified at least 24 hours in advance).
• Client configuration errors, script errors, or bad code.
• Third-party software installed by the client.
• Force Majeure events (natural disasters, wars, acts of terrorism).
• Attacks on your server (DDoS) that exceed our standard mitigation capacity (2Tbps), resulting in null-routing to protect the network.
• Suspension or termination of services due to violation of our Terms of Service or AUP.

05 Claim Procedure

To receive a Service Credit, you must submit a ticket via the Client Portal within seven (7) days of the outage. The ticket must include:

1. Subject line: "SLA Credit Request"
2. Date and time of the downtime.
3. Traceroutes or logs documenting the outage (if available).

Credits will be applied to your account balance for future invoices. Credits cannot be exchanged for cash.