This page explains the default availability target in the Terms of Service (section 5) and when a separate service-level agreement (SLA) can apply. It is not itself a warranty and does not grant credits.
1. Default operational target
We aim for 99.95% availability in the calendar year. That is an operational target, not a warranted quality and not a no-fault claim. Falling short of the target does not, by itself, create a credit, a price reduction, or a warranty claim.
2. Optional booked or written SLA
A binding availability commitment, service credits, measurement method, and contractual exclusions apply only if a separate SLA is expressly booked with you or agreed in writing.
Without a booked or written SLA there are no credits and no warranty for falling short of the operational target. This public page does not publish a default credit table. Any percentages, measurement windows, or credit amounts are those of the SLA actually agreed with you.
3. How to request or assert a booked SLA
To request a booked SLA, write to support@provid.gg or legal@provid.gg. Other contact channels are listed in the Imprint.
Claims under a booked SLA must be asserted in writing within 14 days after the incident, unless that SLA provides otherwise. Use the same support or legal addresses unless the booked SLA names a different contact.
State the affected service, the time of the incident, and any identifiers you have. We will apply the measurement method and exclusions of the SLA that was booked or agreed with you.
4. Exclusions
The following are not counted toward the operational target and, unless a booked SLA expressly says otherwise, are also outside a booked availability commitment:
- planned maintenance, which we usually announce at least 24 hours in advance in the account application or by email;
- emergency maintenance required for security, stability, or function of the systems;
- force majeure;
- disruptions outside our control, including data centres, network operators, third-party platforms, and your local connectivity;
- acts or omissions of you or of third parties, and your equipment or software.
For outages of data centres, network operators, or other third parties we are not liable beyond the limits in the Terms of Service (section 10).
5. Relationship to the Terms
The contract text in the Terms of Service (section 5) governs. If this page and the Terms of Service differ, the Terms of Service prevail. A booked or written SLA prevails over this page for the parties to that SLA, within the limits of the Terms of Service.