Dear customers,
these Service Level Agreements have been developed to provide a transparent and clear statement of the scope of our services. These ensure the quality of all Keyweb services based on transparent criteria.
The service levels are differentiated into:
In addition, we will be happy to create your personal service level agreement for special requirements and individual solutions.
This general SLA applies to all customers of Keyweb and summarises the most important services, giving a clear overview of the services.
We always aim to provide you with the services you have ordered as quickly as possible, usually within 24 hours.
You can expect the following guaranteed delivery times from us:
The first and general contact for all our customers is our Customer Service Department. Enquiries and orders can be made by email, telephone, by fax or letter, and via the ticketing system of the Key Control Management Center.
Our customer service is available by telephone on weekdays from 8 am to 5 pm. You will receive an answer to email enquiries and tickets with product advice or contract-relevant questions within a few hours on weekdays, at the latest after 24 hours. All customer requests will be processed with the aim that they are answered or resolved as quickly as possible.
The current dates for contacting us and our service times can be found on our website under the point Help & Contact.
For the placement of certain orders, we ask our customers to use the specified communication channels so that the response and processing times guaranteed by Keyweb can be met.
Technical support refers to the support of the services we offer. In addition, we are happy to help you with individual questions and support you with problems, provided we are familiar with them.
We are available to our customers with our technical customer support via phone and ticket system 24 hours a day, 7 days a week, 365 days a year.
Experienced system technicians will help you directly via the Keyweb-Support-Hotline +49 361/6 58 53 0. In the protected customer area at https://kcp.keyweb.de/, you can submit written enquiries and incidents to the support team via the ticket system.
Enquiries that go beyond general, technical advice or require further processing must always be submitted in writing as a ticket, even if an enquiry has already been made by telephone. For smooth processing and documentation, the customer number and, if necessary, the required accesses must be indicated here.
If, from the customer's point of view, there is an emergency, the customer is required to submit a fault report by telephone in addition to opening a ticket. After 6 pm, at night and at weekends, the guaranteed response time can only be guaranteed if the emergency report is always made by telephone via the support hotline in addition to the ticket system. The fault report is thus also documented against the background of compliance with the response times. After the fault has been cleared, the customer is informed by the support team and the ticket is closed at the same time. In the case of problem causes for which we are responsible, this service is of course completely free of charge.
The response time is the time it takes for a Keyweb employee to respond to a fault or support request after it has been properly reported by the customer. Response times are only guaranteed if the message is received by Keyweb via the specified communication channels.
At Keyweb, every single report, regardless of the product, is taken seriously and considered important. With the aim of solving the problem or dealing with the request as quickly as possible, each customer receives a qualified statement from a Keyweb technician within 30 to 120 minutes. In the best case, the statement of the technician already contains the elimination of the problem, but at least an initial assessment of the message and information about the further procedure. In the event of a malfunction, the statement also includes information about the expected duration and scope of the current malfunction.
We will notify you as soon as possible via the KCP (customer menu) in the event of an outage or malfunction.
The availability of the services we offer has been proven to be 99,9 % on average over the year. Keyweb measures the availability of the respective services with measuring stations set up for this purpose inside and outside its own network and checks the functionality and quality of the hardware at all times through 24/7 monitoring systems.
Taking into account time windows for annually planned maintenance work, we guarantee you an availability of the services offered of 99 % on an annual average.
Should the minimum availability specified for the agreed service level be undercut, we will grant our customers a credit note.
The Keyweb data centers are located right in the heart of Germany – for secure hosting made in Germany.
Our data centers are operated with 100 % green electricity, produced from renewable energy sources.
All servers are housed in a data center with air conditioning, fire protection, access control and a redundant power supply.
An extensive, multi-redundant gigabit network connection assures you of a first-class and reliable internet connection.
To minimise the risk of failure, we only use high-quality components and system parts (e.g. Cisco routers, Intel® processors) when operating and building the servers.
We provide you with comprehensive, server-side spam and virus protection for your emails based on our own protection systems and reliable software.
Regular maintenance work serves to increase the performance and stability of the services or to carry out necessary precautions to maintain the ongoing operation of the services. Maintenance windows are agreed for this purpose. During this period, periodic planned and unplanned maintenance work is carried out on the facilities of Keyweb and its suppliers. Possible resulting impairments of availability are not defined as downtime and are therefore considered as service time provided.
We give at least 7 working days' notice of planned work that affects or interrupts our customers' service. This work is usually carried out during the night hours between 1 am and 6 am. In exceptional cases, maintenance work can also be carried out during all other times, taking into account the least possible disruption to ongoing operations.
In the event of a shortfall in the guaranteed service level, Keyweb will grant the client a credit. The claim for a credit must be made by the customer within 14 calendar days after the end of the calendar month for which the credit is requested, in writing to Keyweb by letter or fax. The date of the postmark or fax receipt is decisive for the timely receipt of the credit request.
The amount of the credit is determined by the downtime. The credit for non-compliance with the service levels is 1/30 of the monthly rent of the service concerned per half hour of non-compliance with the stated guarantees, up to a maximum of 50% of the monthly rent.
We try to avoid failures and disruptions as far as possible. However, incidents and their consequences according to our General Terms and Conditions ("force majeure") are excluded from these Service Level Agreements.
Keyweb AG shall only be liable for an underutilisation of non-fulfilment of service levels if it is solely responsible for the non-fulfilment.
Keyweb AG can in particular not be held liable for outages/downtimes which are caused by:
Further claims against Keyweb AG, especially for compensation of indirect and consequential damages such as loss of profit, business interruption, loss of data and information, etc., are only possible within the scope of the liability of the General Terms and Conditions of Keyweb AG.
In addition to the Service Level Agreement, the General Terms and Conditions and, depending on the selected product, the corresponding Special Terms and Conditions of Keyweb AG apply.
If individual provisions of this Service Level Agreement are or become invalid or unenforceable in whole or in part, this shall not affect the validity of the remaining provisions of the respective individual contract. The same shall apply in the event that the respective contract contains a loophole. In place of the invalid or unenforceable provisions or in order to fill the gap, an appropriate provision shall apply which, as far as legally possible, comes as close as possible to what the contracting parties intended to agree.
| Enquiries | The customer enquires about information or technical processes, for example. There is no malfunction. |
|---|---|
| Outage/Downtime | Downtime means the period of time in minutes during which a service is affected by a malfunction that is not caused by the customer. |
| Availability | Availability is the percentage of a calendar month or year on average in which the agreed service was not affected by downtime. Formula: Availability [%] = 100 * ((agreed service time - unplanned downtime within the service time) / agreed service time). |
| Troubleshooting | Troubleshooting is the period of time within which a fault clearance or the elimination of the problem takes place. |
| Malfunction | The affected service is only accessible to a limited extent. |
| Emergency | The affected service is no longer available. |
| Night-time hours | Night hours refer to the period from 11 pm to 7 am. |
| Response time | The response time is the time that elapses after reporting a fault/support request until the customer receives a qualified response from a Keyweb employee. |
| Service time | The service time includes the time during which the booked service is available. |
