Service Level Agreement
PRIME DataCenter
As of: May 14, 2026
1. Purpose of this Service Level Agreement
This Service Level Agreement, hereinafter referred to as “SLA”, describes the service quality, availability, response times, support processes and escalation channels for the IT and data center services provided by PRIME DataCenter.
The SLA supplements the applicable general terms and conditions, offers, service descriptions, individual contracts and technical product descriptions. In the event of contradictions, individually agreed regulations, offers or special service descriptions take precedence over this SLA.
The aim of this SLA is to create a transparent, comprehensible and measurable basis for the operation of business-critical IT infrastructure for customers of PRIME DataCenter.
2. Scope
This SLA applies to services from PRIME DataCenter in the areas:
- Colocation and Serverhousing
- Rackspace, power supply and network connection
- Dedicated servers
- Virtual servers / VPS
- Cloud Hosting
- Managed servers
- Managed Hosting
- Web hosting
- Reseller hosting
- Backup and monitoring services
- additional administration and support services
The specific scope of services results from the respective contract, offer or booked service. Services that are not expressly agreed are not part of this SLA.
3. Principle of service provision
PRIME DataCenter operates its infrastructure with the aim of high operational reliability, technical stability and predictable service quality.
The services are provided according to the agreed scope of services. Unless otherwise agreed, the standard values stated in this SLA apply as target values and framework conditions.
PRIME DataCenter does not owe any specific economic effect, no specific sales, no specific performance of customer-owned applications and no availability of services that are outside the area of responsibility of PRIME DataCenter.
4. Service Hours
The regular service hours of PRIME DataCenter are:
Monday to Friday, 9:00 a.m. to 5:00 p.m., excluding public holidays at the headquarters of PRIME DataCenter.
During these times, support requests will be processed according to the agreed priority.
For customers with separately agreed extended support, on-call service or 24/7 service, the individually agreed service times apply.
There is only a right to processing outside of regular service hours if this has been expressly agreed in the contract.
5. Support channels
Support requests can be submitted via the communication channels provided by PRIME DataCenter. These include in particular:
- Ticket system
- Telephone support during agreed service times
- Emergency contact for separately agreed on-call service
The receipt of the request via the agreed support channel is fundamental to compliance with response times. Reports via private contacts, messengers, telephone numbers that have not been agreed upon or informal communication channels do not trigger SLA deadlines.
6. Prioritize disruptions
Disruptions are prioritized according to impact, urgency and scope of services affected.
Priority 1 – Critical Incident
A critical disruption occurs when a central service fails completely and the customer's productive operations are significantly impaired.
Examples:
- complete failure of a productive server
- complete inaccessibility of a booked hosting or cloud environment
- Serious network disruption in the area of responsibility of PRIME DataCenter
- Failure of business-critical Managed Services, as long as they are operated by PRIME DataCenter
Priority 2 – High Disturbance
A high disruption occurs when an essential function is restricted, but operations can partially continue.
Examples:
- significant performance problems
- Failure of individual services
- limited accessibility
- Malfunctions in email, database, Backup or administration services
- recurring errors with a relevant impact on productive operations
Priority 3 – Normal fault
A normal malfunction occurs when individual functions are impaired without essential operation being interrupted.
Examples:
- Configuration requests
- individual error messages without acute operational interruption
- non-time-critical technical limitations
- general support cases
Priority 4 – Service Request / Advice
This includes general inquiries, requests for changes, extensions, administrative tasks, advice, checking configurations or other activities that do not constitute a disruption.
7. Response times
The response time describes the period between receipt of a proper fault report via the agreed support channel and the first qualified response from PRIME DataCenter.
Unless otherwise agreed individually, the following standard response times apply during regular service hours:
| priority | Description | Response time |
|---|---|---|
| Priority 1 | Critical fault | up to 2 hours |
| Priority 2 | High disturbance | up to 4 hours |
| Priority 3 | Normal disorder | up to 1 working day |
| Priority 4 | Service request/advice | up to 2 working days |
If 24/7 service is agreed separately, different response times can be agreed, for example:
| priority | Response time with extended support |
|---|---|
| Priority 1 | up to 30 minutes |
| Priority 2 | up to 2 hours |
| Priority 3 | next working day |
| Priority 4 | by appointment |
Response time is not a guaranteed resolution time. The actual processing and recovery time depends on the cause, complexity, customer involvement, availability of spare parts, third-party providers and technical conditions.
8. Recovery and resolution times
PRIME DataCenter will process disruptions with appropriate priority and endeavor to restore the agreed service as quickly as possible.
A binding solution time only exists if this has been expressly agreed individually.
In the case of complex problems, the solution can be achieved step by step, for example by:
- temporary workaround
- Restart affected services
- Migration to replacement systems
- Replacement of hardware
- Customization of configurations
- Escalation to carriers, software manufacturers or other service providers
If a complete solution is not possible at short notice, PRIME DataCenter can provide an economically and technically reasonable interim solution.
9. Availability
Availability describes the technical accessibility of the agreed infrastructure or service in the area of responsibility of PRIME DataCenter.
Unless otherwise agreed, the following monthly target values apply:
| Performance | Target availability per month |
|---|---|
| Data center infrastructure / Colocation basic operations | 99,9 % |
| Network uplink in the area of responsibility of PRIME DataCenter | 99,9 % |
| Dedicated server hardware provisioning | 99,5 % |
| VPS / Cloud platform | 99,5 % |
| Managed Hosting / Web hosting | 99,5 % |
| Backup service | 99,0 % |
Higher availabilities can be agreed individually, especially with redundant design of power supply, network, Storage, firewall, load balancing or cluster systems.
Higher availability requires that the customer architecture has also been planned and implemented with appropriate redundancy.
10. Calculation of availability
Availability is calculated on a monthly basis.
Formula: Availability = total time in the month minus billable downtime divided by total time in the month times 100.
Only a period in which the contractually owed service is not available due to a cause within the area of responsibility of PRIME DataCenter is considered as chargeable downtime.
In particular, the following do not count as downtime:
- announced maintenance windows
- Emergency maintenance to avert danger
- Disruptions due to force majeure
- Errors in customer systems, customer software or customer configurations
- Failures due to insecure passwords or compromised customer access
- Third-party attacks, in particular DDoS attacks, insofar as these are not covered by the purchased protection services
- Disruptions to external providers, carriers, registrars, software manufacturers or payment service providers
- Blocking due to late payment, misuse, legal violations or security risks
- Failures due to lack of customer cooperation
- Impairments caused by changes ordered by the customer
- Failures of customer hardware at Colocation, provided that PRIME DataCenter does not operate or maintain this hardware
11. Maintenance window
PRIME DataCenter is authorized to carry out maintenance work if this is necessary for the security, stability, updating or further development of the infrastructure.
If possible, planned maintenance work will be announced in good time and carried out in such a way that disruption to customers is kept to a minimum.
In the event of safety-critical events, acute disruptions or impending damage, PRIME DataCenter can carry out maintenance measures without prior notice.
Maintenance times are not considered SLA-relevant downtimes, provided they are appropriate and serve an objective technical or safety-related purpose.
12. Monitoring
PRIME DataCenter uses internal monitoring and surveillance systems to monitor infrastructure, networks, systems and agreed Managed Services.
Monitoring serves in particular for the early detection of disruptions, load problems, failures and safety-relevant events.
The scope of monitoring depends on the service booked. For unmanaged services, monitoring can be limited to the infrastructure of PRIME DataCenter. Customer-owned applications, websites, databases, services or processes are only monitored if this has been expressly agreed.
Monitoring data from PRIME DataCenter are decisive for assessing compliance with SLA, unless a different measurement method has been agreed upon.
13. Backup and recovery
Backups are only part of SLA if a corresponding Backup service has been booked.
If a Backup service has been agreed, the scope, frequency, retention period and recovery options depend on the respective service description.
Without a separate agreement, the customer is responsible for backing up his data.
Even if Backup services have been booked, the customer remains obliged to regularly check the suitability of the fuses for their operational requirements.
PRIME DataCenter does not owe any restoration of data that is not part of a booked Backup service or whose loss was caused by the customer, its software, its users or its configuration.
14. Escalation Procedures
If a disruption cannot be resolved within a reasonable period of time, an escalation will occur depending on the severity of the incident.
Possible escalation levels are:
- Processing by the responsible technical support
- Forwarding to senior technicians or system administration
- Involvement of network, data center or platform managers
- Integration of external service providers, carriers or manufacturers
- Informing management or a designated contact person in the event of particularly critical incidents
The escalation serves to accelerate processing, but does not create a guaranteed resolution time unless one has been expressly agreed.
15. Customer’s obligations to cooperate
The customer is obliged to provide PRIME DataCenter with appropriate support in error analysis and troubleshooting.
These include in particular:
- complete and comprehensible error description
- Indication of affected systems, services, IP addresses or domains
- Notification of the time and course of the disruption
- Provision of relevant log files
- Information about recent changes
- Providing required access data if necessary
- quick response to queries from PRIME DataCenter
- Appointment of technical contacts
If processing is delayed due to lack of or delayed cooperation from the customer, response and processing times will be extended accordingly.
16. Differentiation between managed and unmanaged services
For unmanaged services, PRIME DataCenter provides the agreed infrastructure. The customer is responsible for operating systems, applications, security, updates, configurations, data, users, passwords and content.
For managed services, PRIME DataCenter only takes on those tasks that have been expressly agreed upon.
Services that are not automatically part of managed services include:
- individual software development
- Maintenance of customer-specific applications
- content maintenance of websites
- SEO, marketing or conversion services
- Checking third-party plugins, themes or scripts
- Elimination of damage caused by unsafe third-party software
- Migrations
- Restoration of non-agreed Backups
- forensic analysis after attacks
- Clean up compromised systems
Such services can be offered separately and billed based on effort.
17. Security and Abuse
PRIME DataCenter is entitled to take appropriate measures if the customer's systems, services or content pose a risk.
This applies in particular to:
- Spam sending
- Phish
- malware
- Botnet activity
- DDoS attacks
- Attacks on foreign systems
- illegal content
- compromised servers
- open relays or proxies
- significant security gaps
- Endangering other customers or the infrastructure
Possible measures are in particular:
- Notification of the customer
- temporary blocking of individual services
- Restricting ports or network traffic
- Disconnect affected systems from the network
- Change in technical parameters
- Extraordinary termination in the event of serious or repeated violations
Blockings for security or misuse reasons do not count as SLA-relevant downtime if the cause comes from the customer's area of responsibility.
18. Service Credits for Non-Performance
If PRIME DataCenter does not achieve an expressly guaranteed availability and the failure of PRIME DataCenter is responsible, the customer can request a flat rate credit.
The credit refers exclusively to the monthly net basic fee for the service concerned.
Example staggering:
| Monthly availability | Credit |
|---|---|
| below 99.5% | 5% of the monthly net basic fee |
| below 99.0% | 10% of the monthly net basic fee |
| below 98.0% | 20% of the monthly net basic fee |
The maximum credit is limited to 20% of the monthly net basic fee for the service concerned.
Further claims only remain valid if they are mandatory by law or have been expressly agreed in the contract.
19. Requirements for Service Credits
A claim for service credits only exists if the customer asserts the claim in text form within 14 calendar days after the end of the affected calendar month.
The report must contain:
- affected performance
- Period of failure
- Description of the problem
- Ticket number, if available
- technical evidence, where available
PRIME DataCenter checks the claim based on its own monitoring, ticket and operational data.
There is no claim if the loss is entirely or partially due to circumstances that are not considered to be countable downtime according to this SLA.
Service credits will not be paid out. The credit will be offset against future claims.
20. Reporting
PRIME DataCenter can provide the customer with reports upon request or by separate agreement.
These may include in particular:
- Availability evaluations
- Fault overviews
- Ticket statistics
- Maintenance information
- Monitoring data
- Security or incident reports
Regular reports are only owed if they have been contractually agreed.
21. Infrastructure Changes
PRIME DataCenter may make technical changes to infrastructure, platforms, networks, hardware, software or processes, provided this does not significantly affect the agreed main service.
Changes may be necessary in particular to:
- Increased security
- Improve performance
- Updating technical systems
- Fixing vulnerabilities
- Adaptation to regulatory requirements
- Stabilization of operations
- Infrastructure modernization
If changes can have a significant impact on the customer, PRIME DataCenter will inform the customer in advance if possible.
22. Force Majeure and External Events
PRIME DataCenter is not liable for any failures or delays resulting from events beyond PRIME DataCenter's reasonable control.
These include in particular:
- Natural events
- Fire, water, storm or other disaster
- War, terror, sabotage or civil unrest
- Strike or lockout
- official orders
- Pandemics
- Power outages outside the area of responsibility of PRIME DataCenter
- Failures of external network operators
- widespread internet disruptions
- Third party attacks
- Delivery bottlenecks for hardware or spare parts
- Disruptions to manufacturers, carriers or other service providers
For the duration of such an event, the affected SLA obligations are suspended.
23. Limitation of Liability
This SLA exclusively regulates the agreed service quality and possible service credits.
Further liability depends on the general terms and conditions, the respective contract and the legal regulations.
Service credits do not represent a contractual penalty, but rather a flat-rate credit for the service in question.
Claims based on intent, gross negligence, injury to life, body or health as well as mandatory legal claims remain unaffected.
24. Term and adjustment of the SLA
This SLA applies for the duration of the respective contractual relationship.
PRIME DataCenter can adapt the SLA if technical, legal, organizational or operational reasons make this necessary and the adaptation is reasonable for the customer.
Significant changes will be communicated to the customer in text form.
Individual SLA agreements can be regulated differently within the framework of enterprise, managed, Colocation or project contracts.
25. Final provisions
If individual regulations of this SLA are or become ineffective, the effectiveness of the remaining regulations remains unaffected.
The law of the Federal Republic of Germany applies.
To the extent permitted by law, the place of jurisdiction is the registered office of PRIME DataCenter.