The Service Level Agreement (SLA) covers all offers and products of Aterios LLC. This agreement defines quality standards with regard to the products and services, which Aterios LLC undertakes to comply with vis-à-vis its customers. These quality standards include in particular the availability and accessibility of the technical network and the customer support.
Aterios LLC undertakes to guarantee 99% availability of its own network (99% uptime). Availability is measured at six-month intervals.
Aterios LLC undertakes to prevent an overload of its Internet connection to the best of its knowledge and belief and ensures this by expanding the infrastructure used or commissioning corresponding new components in good time.Aterios LLC shall take action at the latest when individual lines reach the capacity limit of an average utilization of 75%, measured at intervals of 30 minutes and over a period of one week.
Aterios LLC undertakes to respond to customer inquiries, orders etc. within a maximum of 24 hours, provided they are submitted during normal working days and via the online support system provided for this purpose and are not otherwise regulated by a management contract. Aterios LLC guarantees customers with a management contract the response time specified in the contract.Support requests submitted during the weekend or on public holidays will be answered on the following working day.
Attacks with “hacker software” and penetration tests on the public customer infrastructure or on the routers and server systems of Aterios LLC may only be carried out on behalf of, or in consultation with, ATERIOS.Companies and hackers generally conclude a service agreement for this purpose. This gives both parties the opportunity to precisely define the liability risks outside of legal requirements. The main aim here is to regulate the interests of both parties appropriately.Of course, there are also hackers who neither respond to a public tender nor have a contractual agreement with ATERIOS.They act without a contract, with the intention of “helping” the company – naturally only in return for payment of a corresponding premium.
This approach is even more fraught with numerous criminal and civil law risks than acting with prior consent.
These Terms of Service replace all previous versions.
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