Last Updated: 09-07-2025
1. Introduction
This Service Level Agreement (“SLA”) is entered into by CBWS B.V., trading as Serverbear (hereafter: “Serverbear”), a company registered in the Netherlands, and its customers.
This document outlines the standards of performance and service quality for the VPS (Virtual Private Servers) and Dedicated Server Hosting services (hereafter: “the Services”) provided by Serverbear. The purpose of this SLA is to define the service levels, availability guarantees, and the remedies available to the customer should Serverbear fail to meet these standards.
This SLA is effective from the date of service delivery and remains in force for the duration of the customer’s contract for the Services.
2. Definitions
- Electricity Unavailability: The number of minutes that a failure of power transmission occurs to the customer’s server rack or the VPS host node.
- Excluded Events: Any performance or availability issue caused by factors outside of Serverbear’s reasonable control, as detailed in Section 10 (SLA Exclusions).
- Hardware Fault: A failure of a physical component of a dedicated server, such as a CPU, RAM, disk, power supply, or network interface card.
- IP Connectivity Unavailability: The number of minutes that the customer’s service is without network connectivity.
- Response Time: The period from when a customer submits a support ticket during business hours to the moment a Serverbear support engineer provides an initial acknowledgement or response.
- Service Credit: A credit in the form of a percentage of the Monthly Recurring Fee for an affected service, which can be applied to a future invoice.
- VPS Unavailability: The number of minutes that the host server node on which the customer’s VPS instance resides is unavailable. This does not include the availability of the software or operating system within the VPS.
3. IP Connectivity
This section applies to both Dedicated Server and VPS services.
| Service Flavour | IP Connectivity Availability Target |
|---|---|
| CBWS Infrastructure | 99.9% |
| Leaseweb Infrastructure | 99.0% |
Service Credit: If IP Connectivity Availability falls below the target, the customer is eligible for a 2% credit of the monthly fee for the affected service for each full hour of IP Connectivity Unavailability. The maximum total credit for this category in any given month will not exceed 50% of the monthly recurring fee.
4. Electricity Availability
This section applies to both Dedicated Server and VPS services.
| Service Flavour | Electricity Availability Target |
|---|---|
| CBWS Infrastructure | 99.99% |
| Leaseweb Infrastructure | 99.9% |
Service Credit: If Electricity Availability falls below the target, the customer is eligible for a 2% credit of the monthly fee for the affected service for every 0.1% (or part thereof) that the availability falls below the target. The maximum total credit for this category in any given month will not exceed 50% of the monthly recurring fee.
5. Dedicated Server Hardware
This section applies to Dedicated Server services only.
| Service Flavour | Hardware Replacement Target |
|---|---|
| CBWS Infrastructure | 48 Hours |
| Leaseweb Infrastructure | 24 Hours |
Service Credit (CBWS Managed Network only): If a Hardware Fault on the CBWS Managed Network is not resolved within the 48-hour target, the customer is eligible for a 2% credit of the monthly equipment lease fee for each full hour of delay. The maximum total credit for this category in any given month will not exceed 50% of the monthly recurring fee.
6. Virtual Private Server (VPS) Availability
This section applies to VPS services only. It guarantees the availability of the host server node.
- VPS Availability Target: 99.9%
Service Credit: If VPS Availability falls below the 99.9% target in a calendar month, the customer is eligible for a tiered Service Credit based on the actual availability:
| Monthly VPS Availability | Service Credit |
|---|---|
| 99.5% – 99.89% | 10% |
| 99.0% – 99.49% | 25% |
| 95.0% – 98.99% | 50% |
| Below 95.0% | 100% |
7. Customer Support
- Support Contact: Tickets can be submitted by emailing
support@serverbear.eu. - Business Hours: Monday to Friday, 09:00 – 17:00 CET, excluding public holidays.
- Response Time: We aim to provide an initial Response Time to all support tickets within 24 hours during business hours.
- Emergency Support: For critical issues outside of business hours (e.g., server down), support is provided on a best-effort basis.
8. Scheduled Maintenance
- Normal Maintenance: Customers will be notified at least 72 hours in advance.
- Emergency Maintenance: For critical security patches or urgent repairs, notice may be less than 24 hours.
- Downtime from scheduled maintenance is an Excluded Event and does not count against availability guarantees.
9. Claim Procedure and General Credit Terms
- To claim a Service Credit, the customer must open a support ticket by emailing
support@serverbear.euwithin three (3) business days following the end of the month in which the incident occurred. The ticket must include the service affected and the date/time of the incident. - Serverbear will review the claim against its internal monitoring data. To be eligible, the customer must cooperate in good faith with Serverbear to trace the root cause.
- The maximum total Service Credit for any given month will not exceed 100% of the monthly recurring fee for the affected service.
- Service Credits shall constitute the customer’s sole and exclusive legal remedy and Serverbear’s sole liability for any failure by Serverbear to meet the service levels set forth herein.
10. SLA Exclusions
This SLA and the associated Service Credits do not apply to any performance or availability issues (collectively, “Excluded Events”):
- External Factors: Caused by events beyond Serverbear’s reasonable control, including but not limited to Force Majeure events, third-party cyberattacks (e.g., DDoS), viruses, or hacking attempts.
- Customer Actions: Resulting from the customer’s actions, negligence, or omissions. This includes, but is not limited to:
- Acts by the customer, their employees, or end-users.
- Incorrect or unauthorized use of the Service, or using it for a purpose for which it was not designed.
- Failure to implement reasonable recommendations or solutions previously advised by Serverbear.
- Exceeding resource limits such as power, data traffic, or bandwidth.
- Unauthorized modifications to the server or its configuration.
- Scheduled and Agreed Events: Caused by scheduled maintenance, emergency maintenance, or other service interruptions agreed upon with the customer.
- Customer’s Technical Environment: Related to failures of the customer’s own controlled systems, software, applications, or any interactions with third-party services not provided by Serverbear.
- Contractual Breaches: Occurring while the customer is in breach of their contractual obligations, including failure to pay invoices by the due date or any suspension of Services by Serverbear as a result of such a breach.
- Unreproducible Issues: Any reported incidents that cannot be reasonably recreated or verified by Serverbear’s technical staff.
11. Reporting & Monitoring
Serverbear monitors service availability using its internal systems. While proactive SLA reports are not sent to customers, we maintain a public status page that provides real-time updates on service incidents and scheduled maintenance.