A Service Level Agreement (SLA) applies to Cloud servers and vServers, guaranteeing the monthly availability of the instances.
You can find the full SLA terms and conditions here: https://www.hetzner.com/de/legal/cloud-server/
Guaranteed availability
We will make commercially reasonable efforts to ensure a monthly availability of 99.9% for every Cloud Server. We measure availability per calendar month.
You are eligible for compensation only if the actual downtime within a month exceeds 99.9%. We provide refunds in the form of Cloud Credit, which we offset against future usage.
Example of compensation calculation
Cloud Server with an hourly rate of €0.3671 Month with 30 days
Maximum downtime at 99.9% availability:
- 43 minutes
Actual downtime according to SLA criteria:
- 185 minutes
Calculation of eligible downtime:
185 min actual downtime
43 min SLA threshold = 142 min eligible downtime
142 minutes correspond to 2.37 hours
Calculation of the refund:
2.37 h × €0.3671
= €0.87
We credit the customer €0.87 in Cloud Credit, which we offset against future use of the Hetzner Cloud.