Service Level Agreement (SLA)
Rhaetix AG · Last updated: 09.11.2026 · Version 1.0
These terms apply to the managed hosting operation of the Rhaetix Workspace. For self-hosted installations, they apply only where a support contract has been concluded (and then exclusively § 4 and § 5).
1. Definitions
- Availability: The Workspace is reachable and the core functions (login, chat, mail, files) are usable. Scheduled maintenance windows do not count as downtime.
- Availability percentage: (Total minutes in the calendar year − minutes of unplanned downtime) ÷ total minutes × 100.
- Incident: A disruption that materially impairs the agreed use.
- Support hours: Mon-Fri, 09:00 - 17:00 CET, excluding public holidays in the Canton of Valais.
2. Availability Target
Rhaetix guarantees managed hosting availability of at least 99.5 % as an annual average.
3. Scheduled Maintenance
- Maintenance windows are generally scheduled outside core working hours (ideally at night).
- Notification is provided at least 48 hours in advance by email and in the Workspace admin area.
- In exceptional cases, security-critical updates may be applied at shorter notice (with notification as early as possible).
4. Support
Support is provided via our support email contact@rhaetix.com.
Priorities and response times (response time = first qualified response within support hours):
| Priority | Description | Response Time | Target for Resolution / Workaround |
|---|---|---|---|
| P1 - Critical | Workspace completely unreachable; no user can work | 4 hours | 24 hours |
| P2 - High | Core function disrupted (e.g. mail or files), material impairment | 8 hours | 2 business days |
| P3 - Normal | Restricted function with workaround available | 1 business day | next regular release |
| P4 - Low | Cosmetic issues, questions, feature requests | 2 business days | as scheduled |
5. Scope of Support Services
Included: Error analysis and resolution, configuration assistance, security-relevant advisories.
Not included (can be agreed separately): Individual training, customisations/development, support for customer-owned infrastructure (for Self-Hosted), recovery of keys lost by the customer (technically impossible with E2E encryption).
6. Service Credits
If availability falls below the availability target in a calendar year, the customer will receive a credit towards the monthly fee upon written request within 30 days after the end of the year:
| Achieved Availability | Credit |
|---|---|
| From 99.0 % to below 99.5 % | 10 % of the monthly fee |
| From 97.0% to below 99.0 % | 25 % of the monthly fee |
| Below 97.0 % | 50 % of the monthly fee |
Alongside the right to extraordinary termination in the event of repeated shortfalls, service credits constitute the exclusive remedy for availability shortfalls; any further claims are governed by the GTC.
7. Exclusions
Downtime does not include: scheduled maintenance windows; force majeure; disruptions outside Rhaetix's sphere of control (e.g. the customer's internet connection); disruptions or misuse caused by the customer; third-party attacks despite industry-standard protective measures (in which case Rhaetix informs customers transparently and without delay).
8. Backups and Data Recovery (Managed Hosting)
- Backup interval: twice daily, retention: 90 days, encrypted storage in Switzerland.
- Full instance recovery: target within 24 hours (RTO).
- Important: End-to-end encrypted content can only be read from backups using the customer's keys. Responsibility for the keys lies with the customer (cf. GTC Section 5.3).
9. Incident Communication
In the event of P1 incidents and security incidents, Rhaetix proactively and immediately informs affected customers of the status, impact, and remediation progress via email. Security incidents involving personal data are reported within 48 hours in accordance with the DPA (AVV).