Status:
Online
German
Status:
Online
German

Service Level & Availability

Availability

The annual availability is calculated for the respective year from the maximum available minutes minus the downtime, divided by the maximum available minutes in the respective year. The maximum available minutes correspond to the total number of minutes in the respective year in which a contractual relationship exists between leitzcloud and the customer. Downtime is the total number of minutes in the respective year in which the customer's leitzcloud instance was unavailable and in which a contractual relationship existed between leitzcloud and the customer. The times of the maintenance windows used are not taken into account when calculating the downtime.

We will endeavor to make leitzcloud's services available to you at all times. leitzcloud guarantees a service availability of 99.9%.
A permanent assurance of the confidentiality, integrity, availability and resilience of the systems and services in connection with the processing is ensured
It is the customer's responsibility to create the necessary conditions for the proper receipt of the services, in particular to provide the appropriate receiving, playback and connection devices and to connect them in accordance with the operating instructions.
The customer is also always responsible for making and maintaining sufficient backup copies of his stored data.
Maintenance can be carried out at any time, even if this may affect the availability of the service. Maintenance will be announced in advance whenever possible.
leitzcloud may adjust the cloud performance from time to time. Your feedback and suggestions are welcome, but ultimately we decide which adjustments are made.

SLA standard

The services of the SaaS platform are available with an average availability of 99.9% on an annual average. Availability can be tracked on the status page. Times in which maintenance windows are used by leitzcloud are not taken into account in the availability calculation.

Proactive troubleshooting through automated monitoring of systems
Ensuring the availability and access of data as well as rapid recovery in the event of a physical or technical incident
Acceptance of problem reports daily from 0.00 to 24.00 by e-mail via sla-support@leitz-cloud.com
Reported problems will be processed on weekdays, from 9:00 a.m. to 6:00 p.m. CET/CEST, except on December 24th and 31st. A specific response time is not guaranteed.

Urgency of the incident

Furthermore, processing of the reported incidents begins within the following time window depending on the severity of the incident after the acceptance of the incident. leitzcloud decides on the urgency of the incident, and the processing time is not guaranteed. In addition, troubleshooting is carried out exclusively via remote access. The documentation of the processing of a reported incident can also be found on our status page.

Urgency
High
Medium
Low
Description
A basic operating process is not available
A central business process is severely impaired
A small group of users is experiencing problems
Troubleshooting begins
Within 4 hours
Within 12 hours
Within 48 hours

Liability

leitzcloud is not liable for loss of business, contract, profits, consequential damages or economic damages. This also applies in the event that the guaranteed availability has not been met.

You can find our general terms and conditions here.

Need more information? Contact us here.
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