Our Service Level Agreements guarantee our services contractually. Thus, features like high availability, use of exclusively high-quality branded hardware, free-of-charge support and much more are not only a promise to you, but warranted characteristics.
In our Service Level Agreements we have summarized all guaranteed benefits clearly arranged for you.
Service Level Agreement (SLA) for all services of OwnCube
First-class high-end Internet connection - the network
Operation of a large Gigabit backbone as well as use of various network providers and peering points.
Multiredundant network connections to important nodes ensure fast web access - no matter if you go for Cloud Admin or you choose the Budget Dedicated Server, Standard or Performance Server.
OwnCube guarantees that the internal network of the Service Datacenter is available at all times, except for planned maintenance work carried out after the customer's preliminary information.
OwnCube guarantees that Internet connection of the services is available in 99.9% of the time, except for planned maintenance work carried out after the customer's preliminary information.
of all servers in a professional datacenter with air conditioning, fire protection, access control.
There are strict security precautions for safeguarding access to the datacenter premises. Each employee is equipped with a personal RFID card, on which his access authorization is stored. These are regularly checked and adapted as required. In order to be able to enter the premises, each employee must first present his card for verification and pass an access lock individually.
The datacenters themselves have an even higher level of security, since they can only be entered by especially authorized employees.
Free-of-charge 24/7 email service
for all our packages and requests (customer service, technology, sales, ...) with the fastest possible reaction time within the booked SLA.
SLA1: 12h business hours Mon-Fri 08-17 ( 9h SLA per day )
SLA2: 6h business hours Mon-Fri 08-17 ( 9h SLA per day )
SLA3: 1h 24/7 around the clock
Additional "24/7 emergency support"
for SLA3 ( Business SLA ) customers. A technician is at your disposal during the "24/7 Emergency Support" in case of urgent individual failures and problems
at any time and around the clock.
Support from our "Quality Management"
in case you might eventually not be satisfied. Direct management contact is possible at any time via customer menu and email.
of the server you use, incl.
all our services (email, web, etc.) as well as the automatic notification and intervention of our standby service in the event of a breakdown around the clock.
First response failure
in the case of technical defects and failures within a maximum of 30 minutes from receipt of the failure message at our standby service (monitoring/emergency contact).
of status messages and information in the event of a failure or maintenance at status.owncube.com, as well as automatically via email if registered in the mailing list.
of the services offered by us on average
per year and service.
Pro-rata reimbursement of monthly basic fee. Refund as a percentage of the monthly service price starting from customer contact.
Use of redundant systems
as far as technically possible and economically reasonable
to minimize the risk of failures.
Use of high-quality components and system elements
Safeguarding server hard disks by using
RAID 1/5/10 (data mirroring)
in order to minimize risk of
failure and data loss.
You can test all our rates without risk.
If you are not
satisfied, please send us your contract cancelation within 7 days, or use the canceling function in the customer panel. You will then be
refunded the full amount.
The money-back guarantee does not apply to domain registrations, SSL and other supplementary services.
For a fully
free-of-charge test you can simply use a free OwnCube subdomain at your order
and refrain from booking additional service during your test period.
Our 1st and 2nd level customer service
will be happy to help you with any questions concerning our offers
and services. Even when it comes to questions concerning the use of our services with third-party products,
we are ready to help with words and deeds as far as possible.
Excluded from this SLA is advice regarding third-party products in case they are not directly related
to the services we provide (Nextcloud, ownCloud, Server OS and Software).
Please note that Cloud Admin offers are not suitable in any case and for every application area or user number,
and despite high-quality components the technical power resources are not
scalable and expandable at will. Please contact us with questions and problems so that we can find
an individual solution together with you.
Account type: private or business:
As our packages are not divided into private and business, your account status (private or business) is assigned according to the SLA you booked.
Your account is assigned exclusively according to the SLA you book, i.e. IRRESPECTIVE of your personal data (private/business), which you fill in at customer details. These data are irrelevant for the type of your account. Your account type (i.e. private or business) only depends on the SLA you book.
Our SLA 1 and SLA 2 are for private customers, and thus designed for private use in terms of server performance, ...
Our Company/Business SLA3 can be used both by companies and private customers, basically in order to get a business contract with us, but also to get cloud setup and services on business servers with better performance and fixed ressources. Another Business SLA advantage is the short, max. 1h ( 24/7 ) reaction time for requests and issues. Of course, as a company you can also book a Private SLA ( Test service, ...). But, please, keep in mind the details and the range of our Private/Premium SLAs compared to our Company/Business SLA, especially the lack of Business Support and entitlement to company contracts, as well as we do not establish business hosting settings. In addition, support with problems may be restricted, if the usual number of users for private use is exceeded, which is limited to 20 users at OwnCube. User numbers beyond 20 are considered as company/business use in terms of cloud and performance.
If you have booked a private usage account (private SLA), you are only allowed to offer content on your domain/cloud for private and family purposes.
Commercial websites and clouds that host company data/files or not exclusively for private and family purposes, require a Business / Company Account (Business SLA)
More benefits of a business account:
* Fast support max. 1h around the clock, average response time 2-10 minutes for 6 years
* Faster cloud upgrades due to high Prio
* Installation of Apache / PHP extensions on request
* Log analystic the cloud
* Theme Design support by our developer team
* Daily bug and security fix integration if available
* Setup, service as well as addon orders are placed at the very beginning of the checklist and are therefore processed first
* Business contracts/account
* Hosting on business servers
* IPv6 support
* Live chat support
* Automatic speed tests for up / download to provide you with the best performance, as well as direct intervention and analysis for detected problems
* Load time checks of the cloud from different countries / countries including backend login for the customer's view
* Statistics evaluation as well as Taskreports over completed accomplishments / interventions -> weekly
* Direct contact with a technician
* Monitoring of your service from 30 countries 24/7 incl. Own login to the monitoring panel
* High Prio ticket status
This SLA applies to all packages on owncube.com .
Point 13: Change = ADD "Test service, ..."
Point 13: Change = ADD PART "More benefits of a business account:"