# Service Level Agreement — English Summary

Plain-English summary of `sla-nl.md` (SLA), version 1.0, effective 30 September 2026. The Dutch text is legally binding.

## Scope

The SLA is part of the online-services contract. It does NOT apply to consulting services (best-effort only per AVC Art. 2.4).

## Key takeaways per article

- **Art. 1 — Definitions.** Beschikbaarheid, Storingstijd, Gepland Onderhoud, Incident, Reactietijd, Self-managed VPS.
- **Art. 2 — Applicability.** Online services only. Consulting = best-effort. B2C consumer protection under 6:193-194 BW prevails.
- **Art. 3 — Uptime (Managed Hosting).** **99.9% per calendar month.** Formula provided. Self-managed VPS excluded. B2C external monitoring right preserved.
- **Art. 4 — Excluded downtime.** Gepland Onderhoud (48h notice), force majeure, third-party/upstream failures, DDoS within SLA response, client-caused issues. B2C: Gepland Onderhoud must be reasonable (6:193h/6:193j BW).
- **Art. 5 — Service credits.** B2B: 10% per hour below guarantee, max 100%/month, sole remedy. **B2C: same + EUR 1,000,000 indirect damages cap per incident** (gemaximeerd). B2C can request cash payout.
- **Art. 6 — Incident response.** **15-min confirmation + 1-hour reaction** for critical incidents. **24-hour incident report.** NIS2/Cbw reporting: **24h early warning + 72h full report**. AVG: 33/34 reporting. B2C: non-compliance = right to dissolve.
- **Art. 7 — Self-managed VPS exclusion.** Best-effort for infrastructure layer only. B2C protection preserved.
- **Art. 8 — Data residency.** **EU/EER only** (Hetzner/EU partners; backups NL/DE/FR). International transfers only via SCCs / DPF / adequacy. B2C: essential term (6:193a BW).
- **Art. 9 — Support reaction times.** Kritiek 1h, Hoog 4h, Gemiddeld 1 workday, Laag 3 workdays. B2B priority support = 50% faster. Self-managed VPS only for infra. Consulting best-effort.
- **Art. 10 — Duration.** Tied to main contract.
- **Art. 11 — Liability.** B2B EUR 20,000 + 12-month rolling cap. **B2C: unlimited for death/injury/intent; EUR 1,000,000 indirect cap**; third-party liability cannot be excluded (6:193j sub b BW).
- **Art. 12 — Disputes.** Dutch law; B2B Amsterdam; B2C domicile option (Brussel I bis art. 18 lid 1).

## Notable adjudications

- "geminimumd" typo corrected to "gemaximeerd" (R2-fix preserved).
- Wbni 2023 → **Cyberbeveiligingswet (Cbw)** updated (current 2024 NIS2-implementatie).
- B2C EUR 1,000,000 cap preserved (R2-fix).
- 15-min/1-hour/24-hour/48-hour/72-hour timelines harmonized with DPA Art. 7.

For full legal text, see `sla-nl.md`.