Service Level and Backup Policy

Last updated: 9 October 2026

This policy explains the availability target of TiklaWeb services, the service level commitment (SLA), maintenance practices and backup principles. It forms an integral part of the Terms of Service.

1. Scope

This policy covers the infrastructure availability of web hosting, reseller hosting, server and email services. Services that depend on the systems of third-party organisations, such as domains and SSL certificates, and the content, software and code of your website, are outside its scope.

2. Availability Target (All Services)

• TiklaWeb aims to keep its service infrastructure running without interruption and with high availability. Our target is for infrastructure availability to be 99.9% or higher in a calendar month.
• This is a target, not a guarantee or commitment. Falling below the target does not give rise to any right to a refund, compensation or credit.
• Availability is measured with TiklaWeb’s own monitoring systems.

3. Service Level Commitment (SLA)

This section applies only to plans marked “SLA” on the product page or in the order summary. For plans not so marked, only the target in section 2 applies.

3.1 Commitment and credit

If the availability of an SLA service in a calendar month falls below the levels below, the Customer receives a service credit on the fee for that month, provided they request it:

• Below 99.9% and at least 99%: 5% of the monthly service fee
• Below 99% and at least 95%: 10% of the monthly service fee
• Below 95%: 25% of the monthly service fee

For services paid annually, the monthly fee is the annual fee divided by twelve. The total credit for a month cannot exceed 25% of that month’s service fee.

3.2 Claiming a credit

• Requests must be made within 7 days of the end of the month in which the outage occurred, with the service number and the dates and times of the outage, by email to info@tiklaweb.net or through a support request in the Client Area.
• Requests not made in time are not considered.
• The credit is applied to the Customer’s account credit balance or to the next renewal invoice. No cash refund is made; credits cannot be transferred.
• The credit is the Customer’s sole and exclusive remedy under this SLA. Mandatory rights under consumer law are reserved.

4. Situations Excluded From Availability

• Planned maintenance announced at least 24 hours in advance.
• Emergency security updates and mandatory emergency maintenance by infrastructure providers (notified within a reasonable time).
• The Customer exceeding resource limits, or the Customer’s software, plugins, configuration, security vulnerabilities, or breach of the Terms of Service.
• Attacks (DDoS, etc.) aimed at the Customer’s service or affecting the infrastructure.
• Third-party infrastructure: the internet backbone, DNS, domain registrars, SSL suppliers and other providers.
• Access stopped because of late payment, suspension, or a decision of a competent authority.
• Force majeure.

5. Maintenance

Planned maintenance is carried out at low-traffic times where possible and announced as far in advance as possible. Where emergency maintenance is needed, advance notice may not be possible; in that case we inform you afterwards.

6. Support

You can send support requests through the support system in the Client Area or to info@tiklaweb.net. Response and resolution times are targets and are not guaranteed. Server management, software installation and custom configuration are not part of standard support unless purchased separately.

7. Backups

7.1 Standard backups

• Web hosting and reseller hosting accounts are backed up weekly as standard.
• Backups are an ancillary feature and not a commitment of the service. TiklaWeb does not guarantee that a backup will be made, kept or restorable.
• For server (VPS/dedicated) services, backups are not standard; they must be purchased separately or made by the Customer.

7.2 More frequent backups

For Customers who want backups at shorter intervals (for example daily), a backup service can be provided for an additional fee. Write to info@tiklaweb.net for the request and pricing.

7.3 Restoring

Your request to restore from a backup is handled through a support request. Restoring depends on the existence and condition of an existing backup; some restores may be chargeable. Backups of services whose accounts have been suspended or deleted are deleted according to the periods in the Terms of Service.

7.4 The Customer’s responsibility

The Customer must keep a current, separate backup of their own data. Relying on TiklaWeb backups does not replace your own backups. Liability for data loss is subject to the limitation of liability in the Terms of Service.

8. Changes

This policy may be updated as our services and legislation change. The current version is published on this page. The commitment level of SLA plans is not changed to the Customer’s disadvantage during the term purchased.