Document ID: WBL-POL-SLA-v1.0 · Effective Date: 19 February 2026
This Service Level Agreement ("SLA") defines the uptime guarantees, support response times, and maintenance commitments for websites and applications hosted by Launchko SRL/BV ("Launchko"). It applies to all active Hosting Service Agreements.
1. Hosting Plans
| Plan | Monthly Fee (from) | Storage | Bandwidth | Backups | Support |
|---|---|---|---|---|---|
| Starter | €49/month | 10 GB | 50 GB | Weekly | Email (48h) |
| Business | €99/month | 25 GB | 200 GB | Daily | Email (24h) |
| Pro | €199/month | 50 GB | Unlimited | Daily + offsite | Priority (8h) |
| Enterprise | Custom | Custom | Custom | Custom | Dedicated SLA |
Prices are exclusive of applicable VAT.
2. Uptime Guarantee
| Plan | Monthly Uptime Guarantee |
|---|---|
| Starter | 99.0% |
| Business | 99.5% |
| Pro | 99.9% |
| Enterprise | 99.95% |
Uptime is measured as the percentage of time in a calendar month during which the hosted website is accessible via HTTP/HTTPS, excluding scheduled maintenance windows.
2.1 Exclusions from Uptime Calculation
The following are excluded from uptime calculations:
- Scheduled maintenance windows (announced at least 48 hours in advance)
- Downtime caused by the client's actions or third-party integrations
- Force majeure events (see Section 8)
- DNS propagation delays not caused by Launchko's infrastructure
- Attacks (DDoS, etc.) actively being mitigated by Launchko
3. Service Credits
If uptime falls below the guaranteed level in a calendar month, clients are entitled to service credits:
| Actual Uptime | Credit (% of monthly fee) |
|---|---|
| 98.0% – below guarantee | 10% |
| 95.0% – 97.9% | 25% |
| 90.0% – 94.9% | 50% |
| Below 90.0% | 100% |
Credits are applied to the next invoice. They are not paid in cash and do not constitute a right to terminate the agreement.
To claim a credit, submit a request to hosting@launchko.com within 14 days of the incident with the date, time, and duration of the outage.
4. Support Response Times
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Website completely down | 2 hours | 8 hours |
| P2 — High | Core functionality broken | 8 hours | 24 hours |
| P3 — Medium | Non-critical feature impaired | 24 hours | 72 hours |
| P4 — Low | Cosmetic or informational | 48 hours | 10 business days |
Response times are measured during business hours (Monday–Friday, 09:00–18:00 CET/CEST) for Starter and Business plans. Pro and Enterprise plans include extended coverage.
4.1 How to Report an Issue
Email: hosting@launchko.com Subject format: [P1/P2/P3/P4] — your-domain.com — Brief description
For critical issues on Pro and Enterprise plans, a direct phone number is provided in your hosting agreement.
5. Scheduled Maintenance
- Maintenance is announced at least 48 hours in advance via email
- Maintenance windows are typically 02:00–05:00 CET on weekday nights
- Emergency maintenance (security patches) may be applied without advance notice but will be communicated as quickly as possible
6. Backups
| Plan | Frequency | Retention | Restore Time |
|---|---|---|---|
| Starter | Weekly | 4 weeks | 24–48 hours |
| Business | Daily | 30 days | 8–24 hours |
| Pro | Daily + offsite | 90 days | 4–8 hours |
| Enterprise | Custom | Custom | Per SLA |
Backups are a safety net, not a substitute for the client maintaining their own backups. Launchko is not liable for data loss beyond a 24-hour recovery point for daily backup plans.
7. Security
Launchko's hosting infrastructure includes TLS/SSL encryption, automated malware scanning, firewall rules and rate limiting, DDoS mitigation, and regular server patching.
The client is responsible for keeping their CMS and plugins updated, using strong passwords for CMS access, not installing unauthorised plugins, and reporting any suspected security breach to security@launchko.com immediately.
8. Force Majeure
Launchko is not liable for downtime caused by events beyond its reasonable control, including natural disasters, government action, internet infrastructure failures, actions of upstream providers, or major cyberattacks affecting the broader internet.
9. Termination of Hosting
| Situation | Outcome |
|---|---|
| Client cancels with 30 days' notice | Access continues until end of period; no refund of current period |
| Client cancels without notice | Full month charge applies |
| Non-payment (14+ days overdue) | Hosting suspended; 7-day notice before data deletion |
| Data retrieval after termination | Available for 30 days at no charge; thereafter €49 retrieval fee |
10. Relationship to Other Policies
- Terms of Service — general service terms
- Acceptable Use Policy — prohibited uses of hosting services
- Privacy Policy — data protection
Policy Changelog
| Version | Date | Summary |
|---|---|---|
| v1.0 | 2026-02-19 | Initial publication |