SLA Claim Request

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Please log in with the account that booked the affected server to file an SLA claim.

Report a possible incident

Please select the affected order and the exact time window of the possible incident. Times are in Europe/Berlin time (CET/CEST), matching the SLA. Service Credits must be claimed within 30 days after the end of the affected month.

Affected order *

Possible incident start (Europe/Berlin) *

Possible incident end (Europe/Berlin) *

The start may be up to 61 days in the past; the end can be no later than the current hour. If the issue is still ongoing, please wait until it is resolved and then submit the full duration.

Details about the possible incident *

Please include any evidence that helps us verify the possible incident.

I am a registered business customer (B2B). *

I have read the SLA terms and understand my rights and the requirements. *

I accept the privacy statement. *

I did not submit this claim via this form or via email or WhatsApp before. *

Please note: submitting knowingly or intentionally false, repeated or abusive SLA claims is a breach of our terms and may lead to extraordinary termination of your contract for cause under Section 9.4 of our Terms & Conditions, with prepaid credits being forfeited (Section 7.5).

After submitting we forward your claim to our support team for review.

This is not a support ticket form! This request may take time. In urgent cases, please use our support contacts.

What our SLA guarantees you

For eligible business GPU servers (“Blibs”) booked by B2B customers, our Service Level Agreement gives you concrete, contractual commitments — not just promises. Your key rights:

Guaranteed availability
99.6% monthly per GPU instance — 99.95% for a registered multi‑datacenter failover group.
Automatic Service Credits
10%, 30% or up to 100% of eligible fees if we miss the target — without any proof of fault on your side.
Priority incident support
A substantive response within 2 hours in business hours (8 hours outside), with round‑the‑clock prioritisation of instance outages.
Hardware recovery at no extra cost
Migration to an equal or higher‑tier GPU at no higher price, or repair / physical replacement.
Exit right & reimbursement
If a defective instance is not restored within 10 business days, you may terminate it and have unused prepaid fees reimbursed.

This is a summary. The full definitions, measurement rules and exclusions are in the complete SLA. Your statutory rights remain unaffected.

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Report a possible incident

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