Service Level
Agreement

KlikBit targets an uptime of 99.9% per calendar month for all hosted services. This equates to a maximum of approximately 8.7 hours of downtime per year.

KlikBit's infrastructure runs on Hetzner Cloud VPS servers located in the Netherlands. Hetzner itself guarantees 99.9% uptime at the network level. KlikBit adopts this guarantee for delivered services.

Incidents are categorised by priority. Response time is the time between a report and KlikBit's first response.

KlikBit does not use automated support bots. Every message is personally read and answered by a KlikBit team member.

Scheduled maintenance (updates, server migrations, configuration changes) is announced at least 48 hours in advance via email. Maintenance is preferably performed outside business hours (evenings or weekends).

• Scheduled downtime does not count towards the uptime calculation.
• Emergency updates (security patches) may be applied without prior notice.
• Security patches are rolled out monthly; critical patches are applied immediately.
• Clients are notified by email of significant changes.

KlikBit is a sole proprietorship. The following agreements apply to planned absences:

• NoticeClients are informed at least 3 weeks in advance of planned holiday periods via email.
• Maximum holidayKlikBit takes a maximum of 5 weeks of holiday per year, preferably outside peak periods.
• Regular supportSuspended during holidays. An out-of-office reply is active with the expected return date.
• Critical incidentsForwarded to a trusted technical partner available as backup. Response time may extend to 8 hours.
• Short absencesAbsences shorter than 3 business days require no announcement. Emails are handled upon return.

When an outage occurs, KlikBit follows the procedure below:

The uptime guarantee and response times do not apply in the following situations:

• Scheduled maintenance announced by KlikBit.
• Outages caused by the client (incorrect configuration, misuse, malicious code).
• Force majeure: fire, flood, power outage outside Hetzner data centres, strikes.
• DDoS attacks or other malicious activities targeting the infrastructure.
• Outages on the part of third parties (DNS registrars, payment providers, CDNs).
• Issues with the client's internet connection.
• Beta or test environments explicitly marked as such.
• Services that have been paused or terminated by the client.

If the monthly uptime guarantee is not met, the client is entitled to a credit on the next invoice. Credits are only granted upon written request within 14 days after the end of the relevant month.

Credits are the sole remedy for failure to meet the uptime guarantee. KlikBit is not liable for consequential damages or loss of profit resulting from downtime.

KlikBit reserves the right to amend this SLA. For significant changes, clients will be notified by email at least 30 days in advance. The most recent version is always available at klikbit.nl/sla.

SLAs are reviewed annually, typically in January. Clients may always request a previous version via contact.