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FREAKHOSTING

Rechtliches & Richtlinien

Transparente, aktuelle Rechtsdokumente, die die Nutzung der FREAKHOSTING-Dienste weltweit regeln.

Letzte Aktualisierung: 09. Januar 2026

Service Level Agreement

Service Level Agreement

Summarizes uptime guarantees, support expectations, and available service credits.

01

Introduction

  • This Hosting Service Level Agreement ("Agreement") is a legally binding contract between the Customer (the person or entity using FREAKHOSTING’s Services) and FREAKHOSTING LTD (“Company”) and applies to all use of the Company’s Services.
  • By using our services, the Customer acknowledges having read, understood, and agreed to all the terms contained herein. FREAKHOSTING reserves the right to change or update this Agreement at any time, with changes becoming effective upon posting to our website.
  • This SLA covers our core hosting services, including but not limited to: Domain Registrations, Web Hosting, Game Servers, Virtual Private Servers (VPS), and Dedicated Servers.
02

Definitions

  • Service(s): Hosting, domain registration, web hosting, game servers, virtual private servers (VPS), dedicated servers, managed services, or any other products provided by FREAKHOSTING.
  • Downtime: Any period during which the Service is unavailable or inaccessible through normal operation, measured from detection or report until restoration (excluding maintenance and exclusions).
  • Unavailability: Failure of the Service to perform as described or guaranteed in this SLA.
  • Rolling Period: The preceding time window (e.g. 30 or 90 days) used for availability calculations.
  • Service Credit: Monetary credit provided as compensation for SLA violations.
  • Scheduled Maintenance: Planned downtime announced in advance to maintain system stability, performance, or security.
  • Force Majeure: Events outside FREAKHOSTING’s reasonable control, such as natural disasters, acts of war, or government actions.
03

Service Availability and Guarantees

  • Network Availability: Guaranteed 99.5% uptime over any rolling 90-day period. If network uptime falls below 99.5% and the Service is inaccessible for more than 60 consecutive minutes (excluding maintenance), you are eligible for a pro-rata credit or free day.
  • Control Panel & Management Interfaces: 99.9% availability guaranteed. If inaccessible for more than 60 consecutive minutes while the server remains operational, SLA credit applies.
  • Hardware Reliability: Physical server uptime guaranteed. If hardware failure causes disruption exceeding 480 consecutive minutes, SLA credit applies.
  • DDoS/DoS Mitigation: Mitigation initiated within 15 minutes of detection or confirmed report. If service remains unavailable beyond that window, SLA credit applies.
  • Third-Party Incidents: If outage is caused by third-party providers (e.g., Cosmicguard, Dataforest) exceeding 3 continuous hours, SLA credit applies.
04

Scheduled and Emergency Maintenance

  • Maintenance is essential to ensure security and performance. Maintenance windows are announced in advance on our status page or via email.
  • Downtime due to scheduled or emergency maintenance is excluded from uptime calculations.
  • Emergency maintenance may occur without notice in cases where immediate action is required to protect infrastructure integrity.
05

Notification Protocols

  • All service statuses, maintenance notifications, and incident updates are available at https://status.freakhosting.com.
  • Customers can subscribe for updates to receive notifications about outages or maintenance.
  • Incident updates are communicated through tickets and/or email notifications until resolution.
06

Support and Response Times

  • Support is available 24/7 via ticket, email, Discord, or live chat.
  • Response time for urgent/critical issues is under 24 hours during business hours; under 48 hours for non-critical matters.
  • Response time refers to acknowledgment and initial communication, not full resolution.
  • Resolution times depend on issue complexity, severity, and third-party dependencies.
  • Support efforts are best-effort and depend on accurate information provided by the Customer.
  • Business Hours are Monday - Friday 9:00 AM to 9PM UTC.
07

Incident Management and Resolution

  • FREAKHOSTING follows an internal incident management procedure: detection, diagnosis, containment, resolution, and recovery.
  • Customers may request an incident report including root cause, resolution steps, and mitigation timeline.
  • Updates are provided during major incidents until normal operation is restored.
08

Backup and Data Recovery

  • Automatic backups are provided only for Web Hosting services.
  • VPS, Dedicated Servers, and Game Servers are excluded from automatic or offsite backups unless explicitly contracted.
  • Customers are solely responsible for maintaining external backups of critical data.
  • FREAKHOSTING is not liable for any data loss resulting from hardware or software failures.
09

Service Credits and Compensation

  • If SLA guarantees are not met, eligible customers can request service credits proportional to downtime duration.
  • Credits are capped at 100% of the monthly service fee and are non-transferable and non-refundable.
  • Credits apply to future invoices only and are the sole remedy for SLA violations.
  • Credit requests must be submitted via billing ticket within 7 days of the incident, including timestamps and supporting details.
  • FREAKHOSTING will determine eligibility and credit amount based on logs, monitoring data, and incident records.
10

Exclusions and Limitations

  • Events beyond FREAKHOSTING’s control, such as natural disasters, power failures, or upstream network outages, are excluded.
  • Downtime caused by scheduled or emergency maintenance is excluded from SLA metrics.
  • Customer misconfiguration, abuse, or non-compliance with Terms of Service or Acceptable Use Policy voids eligibility.
  • Large-scale DDoS attacks exceeding provider mitigation capabilities are excluded.
  • Third-party service failures (software vendors, domain registrars, external APIs) are not covered.
  • Indirect, incidental, or consequential damages such as lost profits or data are not claimable.
11

Liability and Customer Responsibilities

  • Service Credits are the exclusive remedy for any SLA breach or service unavailability.
  • FREAKHOSTING’s total liability shall not exceed the service fee paid for the affected month.
  • Customers must maintain accurate contact information and cooperate during investigations.
  • Customers are responsible for system configuration, data integrity, and securing their environments.
  • Abuse-related suspensions or terminations are ineligible for credits or refunds.
12

Measurement & Eligibility Rules

  • Authoritative Measurement: Availability and downtime are measured using FREAKHOSTING’s monitoring systems and incident logs, corroborated by the status page timeline.
  • Availability Formula: Availability % = (Total minutes − Downtime minutes) Ă· Total minutes × 100.
  • Downtime Start/End: Downtime starts at the earlier of (a) verified monitoring alert or (b) Customer ticket with reproducible evidence, and ends when service is restored.
  • Per-Service Basis: Credits apply only to the specifically affected service(s), not to unrelated services on the same account.
  • Non-Stacking: Credits for a single incident do not stack across multiple metrics; the largest single applicable credit applies.
  • Good Standing: To receive credits, the account and associated service must be active and not suspended or terminated
  • Authorized Requestor: Credit requests must come from the account owner or authorized contact via the billing ticket system within 7 calendar days of the incident.
  • Planned Changes & Force Majeure: Scheduled/emergency maintenance and events beyond our control are excluded from downtime calculations.
  • Configuration Requirement: Customer must follow documented configuration and security guidance; material deviations or unsafe changes may invalidate eligibility.
13

Service Credit Schedule

  • Credit Cap: Credits are capped at 100% of the monthly fee for the affected service and apply to future invoices only.
  • Illustrative Table: Unless product-specific terms state otherwise:
    Availability in PeriodCredit
    ≄ Guaranteed %0%
    < Guaranteed % but ≄ (Guaranteed − 0.5%)10%
    < (Guaranteed − 0.5%) but ≄ 95%50%
    < 95%100% (cap)
  • Example Only: This schedule is a default framework; specific products may define different thresholds.
14

Product-Specific Terms

  • Web Hosting: Includes platform backups on a best-effort basis; restoration is not guaranteed. Application-level issues (themes, plugins, code) are excluded.
  • VPS: Unmanaged unless explicitly contracted as Managed. Customer is responsible for OS updates, firewalling, software licensing, and data backups.
  • Dedicated Servers: Hardware replacement is prioritized; OS/app configuration remains Customer’s responsibility unless Managed services are purchased.
  • Game Servers: Modpacks, plugins, and custom binaries are Customer-supplied and unsupported for performance/compatibility under the SLA.
  • Domains: Registry/registrar outages, EPP operations, DNS propagation and WHOIS/RDAP services are third-party and excluded.
15

Security & DDoS Policy

  • Commercially Reasonable Efforts: We initiate mitigation within the guaranteed window where technically feasible.
  • Capacity Limits: Extremely large/sophisticated attacks may exceed mitigation capacity; during such events, commitments may be suspended while we act to protect the platform.
  • Null-Routing/Safeguards: To protect overall network stability, targeted IPs may be temporarily rate-limited, filtered, or null-routed; such defensive actions are not eligible for credits.
  • Customer Cooperation: Customer must patch known vulnerabilities, disable open relays/proxies, and follow security best practices; failure may invalidate eligibility.
16

Resource Fair Use (Multi-Tenant Systems)

  • Noisy-Neighbor Control: We may throttle, isolate, or migrate workloads causing material degradation to other customers.
  • Burst Policy: Temporary CPU, disk, or bandwidth bursting is not guaranteed and may be curtailed during contention.
  • Fair Use Breach: Sustained resource abuse or mining/benchmarking that harms platform stability is excluded from SLA coverage.
17

Email, IP Reputation & Deliverability

  • No Deliverability Guarantee: Spam filtering, blacklists, and third-party receiver policies are outside our control and excluded from the SLA.
  • Reputation: We do not guarantee IP reputation or removal from third-party blocklists; abuse incidents may require IP replacement at additional cost.
  • Outbound Limits: We may apply rate limits or additional authentication requirements to preserve IP reputation.
18

Data Protection & Privacy

  • Customer Data Ownership: Customer retains ownership of content stored on the Services.
  • Compliance: We process personal data as a processor where applicable and implement appropriate technical and organizational measures; separate Data Processing terms may apply.
  • Logs: Operational logs may be retained for security, billing, and support; disclosure may occur if required by law.
19

Managed vs. Unmanaged Scope

  • Unmanaged by Default: Unless explicitly contracted as “Managed”, we do not provide OS hardening, patching, monitoring, or application support.
  • Managed Add-Ons: Where purchased, scope and response targets are defined in the Managed Services description and may include higher SLAs.
20

Third-Party Software & Licensing

  • Licenses: Customer is responsible for obtaining and maintaining all required third-party licenses (e.g. control panels, codecs, plugins, software, windows).
  • Compatibility: We do not warrant compatibility of customer-supplied software with the Service.
21

Beta, Preview & Best-Effort Features

  • Exclusion: Beta, preview, or experimental features are provided “as is” and are excluded from SLA commitments.
  • Change/Removal: Such features may be changed or withdrawn at any time without notice.
22

Disaster Recovery (RTO/RPO)

  • No DR Guarantee by Default: Unless a custom plan or option is purchased, no Recovery Time Objective (RTO) or Recovery Point Objective (RPO) is guaranteed.
  • Customer Backups: Customers must maintain independent backups and DR plans appropriate to their risk profile.
23

Change Log & Versioning

  • Effective Date: Each SLA revision includes an effective date; updated versions take effect upon publication.
  • Archive: We may maintain an archive of prior versions for transparency.
24

Change Management and Transparency

  • FREAKHOSTING reserves the right to update this SLA. Updated versions become effective immediately upon publication.
  • Changes will be communicated via email or status page announcements.
  • Availability and incident statistics are transparently published on our status page.
25

Governing Law and Disputes

  • This Agreement is governed by the laws of the United Kingdom.
  • All disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
  • If any provision of this Agreement is found invalid, the remaining clauses remain in full force and effect.
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