This Service Level Agreement (SLA) describes the service levels that Qweb guarantees for its hosting and cloud services. The SLA applies to all customers with an active agreement with Qweb.
Qweb guarantees an availability of 99.9% per calendar month for web hosting, email hosting and cloud services, measured at the network level at the edge of the Qweb network.
Planned maintenance is announced at least 48 hours in advance via the status page and does not count as downtime. Emergencies requiring immediate action are excluded.
Qweb applies the following response times for support requests, on business days from 09:00 to 17:30 CET:
| Priority | Description | Response time |
|---|---|---|
| Critical | Entire service unavailable | 4 hours |
| High | Serious degradation of service | 8 hours |
| Normal | Limited impact on service | 2 business days |
| Low | Questions and information requests | 4 business days |
You can report incidents via:
The current status of our services can be found on our status page.
If Qweb fails to meet the guaranteed 99.9% availability in a calendar month, the customer is entitled to a service credit. Credits are calculated based on actual downtime:
Credits are automatically applied to the next invoice. A credit can be requested via the customer portal or by email, no later than 30 days after the end of the relevant month.
The SLA guarantee does not apply to situations outside Qweb's control, including:
Qweb creates daily automatic backups of hosting environments. Backups are retained for a minimum of 14 days. Restoring a backup at the customer's request can be done via the customer portal or through support.
For VPS and cloud services, creating backups is the customer's responsibility unless a managed backup service has been contracted.
Qweb reserves the right to amend this SLA. Changes will be communicated at least 30 days in advance by email and on the website. In case of substantial changes, the customer has the right to terminate the agreement in accordance with the notice period in the general terms and conditions.
Also see our terms and conditions.
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