{"id":17851,"date":"2026-01-30T13:19:29","date_gmt":"2026-01-30T12:19:29","guid":{"rendered":"https:\/\/leitzcloud.eu\/service-level-and-availability\/"},"modified":"2026-06-24T10:14:39","modified_gmt":"2026-06-24T08:14:39","slug":"sla","status":"publish","type":"page","link":"https:\/\/leitzcloud.eu\/en\/sla\/","title":{"rendered":"Service Level and Availability"},"content":{"rendered":"\t\t
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Service Level<\/span><\/span> & Availability<\/span><\/span><\/h1><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
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Availability<\/h2>
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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. <\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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We will endeavor to make leitzcloud's services available to you at all times. leitzcloud guarantees a service availability of 99.9%. <\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A permanent assurance of the confidentiality, integrity, availability and resilience of the systems and services in connection with the processing is ensured<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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.<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The customer is also always responsible for making and maintaining sufficient backup copies of his stored data.<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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. <\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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leitzcloud may adjust the cloud performance from time to time. Your feedback and suggestions are welcome, but ultimately we decide which adjustments are made. <\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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SLA standard<\/h2>
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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<\/a>. Times in which maintenance windows are used by leitzcloud are not taken into account in the availability calculation. <\/p><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Proactive troubleshooting through automated monitoring of systems<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Ensuring the availability and access of data as well as rapid recovery in the event of a physical or technical incident<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Acceptance of problem reports daily from 0.00 to 24.00 by e-mail via sla-support@leitz-cloud.com<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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. <\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Urgency of the incident<\/h3>
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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. <\/p><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Urgency<\/h5><\/div><\/div><\/div>
High<\/div><\/div>
Medium<\/div><\/div>
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Description<\/h6><\/div><\/div><\/div><\/div>
A basic operating process is not available<\/div><\/div>
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A small group of users is experiencing problems<\/div><\/div><\/div>
Troubleshooting begins<\/h6><\/div><\/div><\/div><\/div>
Within 4 hours<\/div><\/div>
Within 12 hours<\/div><\/div>
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Liability<\/h2>
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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. <\/p><\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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You can find our general terms and conditions here<\/a>.<\/p><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\tNeed more information? Contact us here <\/span><\/a>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

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…<\/p>\n","protected":false},"author":14,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-17851","page","type-page","status-publish","hentry"],"yoast_head":"\nService Level and Availability - leitzcloud by vBoxx<\/title>\n<meta name=\"description\" content=\"Learn more about service levels, guaranteed availability, and operating standards of the leitzcloud cloud platform.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leitzcloud.eu\/en\/sla\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level and Availability\" \/>\n<meta property=\"og:description\" content=\"Learn more about service levels, guaranteed availability, and operating standards of the leitzcloud cloud platform.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leitzcloud.eu\/en\/sla\/\" \/>\n<meta property=\"og:site_name\" content=\"leitzcloud by vBoxx\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leitzcloudbyvboxx\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-24T08:14:39+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@leitzcloud\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/sla\\\/\",\"url\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/sla\\\/\",\"name\":\"Service Level and Availability - leitzcloud by vBoxx\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#website\"},\"datePublished\":\"2026-01-30T12:19:29+00:00\",\"dateModified\":\"2026-06-24T08:14:39+00:00\",\"description\":\"Learn more about service levels, guaranteed availability, and operating standards of the leitzcloud cloud platform.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/sla\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/sla\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/sla\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/cloud-solutions-in-germany-secure-and-gdpr-compliant\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Service Level and Availability\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/\",\"name\":\"leitzcloud by vBoxx\",\"description\":\"Einfacher Datenaustausch und Zusammenarbeit in der Business-Cloud mit maximalem Datenschutz!\",\"publisher\":{\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#organization\"},\"alternateName\":\"leitzcloud\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#organization\",\"name\":\"leitzcloud by vBoxx\",\"alternateName\":\"leitzcloud\",\"url\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/leitzcloud.eu\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/leitzcloudLogo.png\",\"contentUrl\":\"https:\\\/\\\/leitzcloud.eu\\\/wp-content\\\/uploads\\\/2024\\\/10\\\/leitzcloudLogo.png\",\"width\":1499,\"height\":304,\"caption\":\"leitzcloud by vBoxx\"},\"image\":{\"@id\":\"https:\\\/\\\/leitzcloud.eu\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/leitzcloudbyvboxx\\\/\",\"https:\\\/\\\/x.com\\\/leitzcloud\",\"https:\\\/\\\/www.instagram.com\\\/leitzcloud\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/leitzcloud\\\/\"],\"description\":\"Sichere Cloud-L\u00f6sungen f\u00fcr Ihr Unternehmen Zuverl\u00e4ssiger Schutz f\u00fcr Ihre Dateien, Kommunikation und Passw\u00f6rter \u2013 entwickelt und gehostet in Deutschland f\u00fcr maximale Datensicherheit. 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