Service Level Agreement

Effective: April 2026

1. Uptime Commitment

Gewape Cloud Group targets a 99.99% uptime SLA across all operating brands. This equates to no more than 52 minutes of unplanned downtime per year, per service.

2. Measurement

Availability is measured monthly per service tier. Scheduled maintenance windows are excluded from availability calculations and are communicated at least 48 hours in advance.

3. Credits

If monthly availability falls below the committed SLA, eligible customers may claim service credits. Credit calculations and eligibility criteria are defined in the individual brand service agreements.

4. Exclusions

SLA commitments do not apply to force majeure events, customer-caused outages, third-party provider failures outside our control, or issues arising from customer configuration errors.

5. Contact

For SLA enquiries or to submit a credit claim: cloud [at] gewape.com