Service level commitments

The recurring infrastructure services we run: shared hosting, VPS, DNS and email. It does not cover project work, which is governed by its own proposal, nor anything running on hardware we do not control.

We target 99.9% monthly availability for hosting and VPS, measured as the service responding to a request at its own address, excluding announced maintenance. That is a target we run to and report against — not a number invented for a sales page.

We publish component health at kicked.ro/status. Until a service has a full month of measured history behind it, we will tell you that rather than quote an availability figure we cannot evidence.

• A person answers the incident line, +40 746 580 305, around the clock for a service that is down.
• Email and panel tickets are answered within one working day, usually much sooner.
• For a total outage we begin work immediately on being told, and keep you updated at least hourly until it is resolved. Being told matters: call the incident line rather than wait for us to notice.

Planned maintenance is announced at least 48 hours ahead by email and on the status page, and scheduled between 01:00 and 05:00 Romanian time wherever it can be. Emergency maintenance — a security fix that cannot wait — is announced as early as we can, which is sometimes after the fact. Announced maintenance does not count against availability.

Shared hosting is backed up daily and kept for seven days. Backups are verified by actually restoring them, not by trusting that the job reported success. A restore is free and we do it on request.

VPS and dedicated machines are yours to back up unless you have bought a managed backup from us. We will tell you which you have; if you are not sure, ask before you need it.

If monthly availability for a service falls below 99.9%, ask us and we credit 10% of that service’s monthly fee for each full percentage point below the target, up to that month’s fee. The credit goes against your next invoice.

We ask you to claim rather than crediting automatically, because we would rather you told us you were affected than have us guess from a graph. Claims are accepted up to 30 days after the month in question.

A service credit is the remedy this document provides. It does not limit any right you have under Romanian law, and it does not stop you leaving — see the terms for how to go.