Table of Contents
Service Level Agreement ConsulHosting B.V.
Published on 1 May 2026
All ConsulHosting services include a Service Level Agreement (SLA) by default. This agreement defines the terms for support, guarantees and responsibilities. It is important to read the SLA carefully, as it clearly and transparently outlines the rights and obligations of both ConsulHosting and the client.
VPS Hosting
Contact methods
Support ticket, live chat and email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries
The support scope describes the assistance customers can expect.
Customers can contact ConsulHosting with general VPS hosting questions, such as issues with server reachability and operation (insofar as these lie on our side), billing matters, and the use of our control panels and additional services.
We do not provide support for internal software issues, operating-system-related problems, troubleshooting, or technical advice. For these matters, we recommend consulting official documentation, online communities, or the support team of the relevant software vendor.
Priority support
Not included
Priority support means that service requests are processed ahead of those from customers without this support.
Account manager
Not included
Management, security & updates
Not included
Our VPS hosting is unmanaged, which means you are responsible for managing, securing, updating, configuring and installing software on your server.
ConsulHosting therefore does not provide support for these tasks.
Uptime guarantee
99,99%
ConsulHosting’s uptime guarantee is a monthly availability commitment for the delivered service.
1 ConsulHosting monitors the availability of its services in-house. These measurements are decisive when determining uptime.
2 If the uptime guarantee is not met in a calendar month, the customer is entitled to compensation in the form of service credit. In such cases at least 10 % of the monthly fee will be refunded. For more than one hour of complete unreachability, the refund increases pro rata up to a maximum of 100 % of the monthly fee.
3 The guarantee applies only to complete (network) unreachability of the service; tools such as the control panel, backups, customer service and the ConsulHosting website are excluded.
4 Scheduled maintenance, force majeure, external causes (e.g. DDoS attacks), customer-side configuration or software errors, and outages outside ConsulHosting’s network are excluded from this guarantee.
5 A request for compensation must be submitted via a help ticket within 60 days of the incident.
Monitoring malfunctions
24/7
ConsulHosting monitors its services 24/7, ensuring that incidents are detected instantly and the team is alerted around the clock.
Internal VPS monitoring
Not included
ConsulHosting does not monitor the operation of software or processes inside the VPS.
Internal monitoring, such as tracking CPU usage, disk space or application status, is outside the scope of our service and remains the customer’s responsibility.
Some basic statistics are visible in the control panel, but these figures are indicative only and do not provide comprehensive or accurate monitoring.
Free migration service
Not included
Maintenance window
00:00 - 06:00 (CET/CEST)
ConsulHosting schedules maintenance, wherever possible, inside the maintenance window. During these activities the service may be temporarily interrupted. Performing the work during this timeslot limits the impact and minimises inconvenience to customers.
1 Emergency maintenance can be carried out without prior notice. If it cannot be performed within the maintenance window, it may take place outside it.
2 Maintenance that is not expected to interrupt the service may also be performed outside the maintenance window.
3 Maintenance by third parties beyond ConsulHosting’s control falls outside the maintenance window.
Managed VPS Hosting
Contact methods
WhatsApp, telephone, support ticket, live chat & email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries and server management
The support scope describes the assistance customers can expect.
ConsulHosting provides help with server management and general questions about Managed VPS hosting, such as issues with server reachability and operation, billing, and the use of the supplied control panels and additional services.
ConsulHosting does not provide support for website-specific issues (such as errors in website code, database configurations, application errors, or security issues within websites), web development, email configurations, DNS configurations, or bespoke application advice. For these matters, we refer customers to the software vendor, relevant documentation, specialised third parties, or additional ConsulHosting support.
Additional support
€ 18,75 per 15 minutes
The additional support rate applies to work that falls outside the scope of regular support. As soon as you request additional assistance, this rate is charged.
1 Additional support must be requested and approved in advance because not every request falls within ConsulHosting’s expertise and may therefore be declined.
2 The additional support rate can be changed without prior notice.
3 The rate is billed in 15-minute increments, always rounded up.
Priority support
Included
Priority support means that service requests are processed ahead of those from customers without this support.
Account manager
Included
This service includes a dedicated account manager who serves as the primary point of contact for questions and issues.
You therefore have a single contact who knows your organisation, requirements and challenges well and who, in addition to the regular contact channels, is also reachable by phone and via WhatsApp.
Management, security & updates
Included
Our Managed VPS hosting is managed, which means ConsulHosting is responsible for system-level management, security, updates, configuration, and software installation.
Uptime guarantee
99,99%
ConsulHosting’s uptime guarantee is a monthly availability commitment for the delivered service.
1 ConsulHosting monitors the availability of its services in-house. These measurements are decisive when determining uptime.
2 If the uptime guarantee is not met in a calendar month, the customer is entitled to compensation in the form of service credit. In such cases at least 10 % of the monthly fee will be refunded. For more than one hour of complete unreachability, the refund increases pro rata up to a maximum of 100 % of the monthly fee.
3 The guarantee applies only to complete (network) unreachability of the service; tools such as the control panel, backups, customer service and the ConsulHosting website are excluded.
4 Scheduled maintenance, force majeure, external causes (e.g. DDoS attacks), customer-side configuration or software errors, and outages outside ConsulHosting’s network are excluded from this guarantee.
5 A request for compensation must be submitted via a help ticket within 60 days of the incident.
Monitoring malfunctions
24/7
ConsulHosting monitors its services 24/7, ensuring that incidents are detected instantly and the team is alerted around the clock.
Internal VPS monitoring
24/7 (proactive)
ConsulHosting performs proactive monitoring of performance and processes within the Managed VPS.
Essential system resources and services are monitored 24/7 by automated monitoring software. When deviations or potential risks are detected, ConsulHosting will, within reasonable limits, take proactive action to prevent service disruptions or downtime.
Free migration service
3 hours of work
The free migration service can be requested within 30 days after delivery of the service to move infrastructure from a third party to ConsulHosting. The request must be submitted via a help ticket and include all required login and access details.
1 The migration service is intended solely for tasks directly related to the initial migration and that are reasonably proportionate to the nature and scope of the purchased service. Migrations outside this scope or any improper use of the service will not be performed.
2 ConsulHosting does not guarantee successful completion of the migration. Requests that, in ConsulHosting’s reasonable judgement, have little or no chance of success may be declined.
3 If the time reserved for the migration service is exceeded, the customer may choose to have the remaining work carried out at the prevailing additional-support rate. Time spent on correspondence, coordination and troubleshooting counts toward the allotted migration duration.
4 ConsulHosting does not cancel services with third parties, performs only the technical migration, and accepts no liability for any damage arising during or after the migration.
Maintenance window
00:00 - 06:00 (CET/CEST)
ConsulHosting schedules maintenance, wherever possible, inside the maintenance window. During these activities the service may be temporarily interrupted. Performing the work during this timeslot limits the impact and minimises inconvenience to customers.
1 Emergency maintenance can be carried out without prior notice. If it cannot be performed within the maintenance window, it may take place outside it.
2 Maintenance that is not expected to interrupt the service may also be performed outside the maintenance window.
3 Maintenance by third parties beyond ConsulHosting’s control falls outside the maintenance window.
Web Hosting
Contact methods
Support ticket, live chat and email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries
The support scope describes the assistance customers can expect.
Customers can contact ConsulHosting with general Webhosting questions, such as issues with website or email reachability (insofar as these lie on our side), billing matters, and the use of the control panels and additional services.
ConsulHosting does not provide support for website-specific issues (such as errors in website code, database configurations, application errors or security issues within websites), web development, email configurations, DNS configurations, or bespoke application advice. For these matters we refer customers to the software vendor, relevant documentation, specialised third parties, or additional ConsulHosting support.
Additional support
€ 18,75 per 15 minutes
The additional support rate applies to work that falls outside the scope of regular support. As soon as you request additional assistance, this rate is charged.
1 Additional support must be requested and approved in advance because not every request falls within ConsulHosting’s expertise and may therefore be declined.
2 The additional support rate can be changed without prior notice.
3 The rate is billed in 15-minute increments, always rounded up.
Priority support
Not included
Priority support means that service requests are processed ahead of those from customers without this support.
Account manager
Not included
Website management & development
Not included
Our web hosting is unmanaged, which means the customer is responsible for managing and developing the website. This includes building, maintaining and modifying the site, as well as resolving issues related to functionality or content.
ConsulHosting therefore does not provide support for these tasks.
Uptime guarantee
Not included
Monitoring malfunctions
24/7
ConsulHosting monitors its services 24/7, ensuring that incidents are detected instantly and the team is alerted around the clock.
Monitoring websites
Not included
ConsulHosting does not monitor the reachability of individual websites.
As the customer, you are responsible for checking and monitoring the availability and operation of your own website.
Free migration service
1 hour of work
The free migration service can be requested within 30 days after delivery of the service to move infrastructure from a third party to ConsulHosting. The request must be submitted via a help ticket and include all required login and access details.
1 The migration service is intended solely for tasks directly related to the initial migration and that are reasonably proportionate to the nature and scope of the purchased service. Migrations outside this scope or any improper use of the service will not be performed.
2 ConsulHosting does not guarantee successful completion of the migration. Requests that, in ConsulHosting’s reasonable judgement, have little or no chance of success may be declined.
3 If the time reserved for the migration service is exceeded, the customer may choose to have the remaining work carried out at the prevailing additional-support rate. Time spent on correspondence, coordination and troubleshooting counts toward the allotted migration duration.
4 ConsulHosting does not cancel services with third parties, performs only the technical migration, and accepts no liability for any damage arising during or after the migration.
Maintenance window
Not included
A maintenance window is a predefined period during which system maintenance is performed to minimise customer impact. This service does not include a maintenance window.
ConsulHosting performs maintenance whenever necessary and always considers the potential impact on customers. Where possible, maintenance is scheduled at times that cause minimal disruption, such as outside business hours. When maintenance can be planned in advance, ConsulHosting will notify customers in due time.
Reseller Hosting
Contact methods
Support ticket, live chat and email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries
The support scope describes the assistance customers can expect.
ConsulHosting provides help with general Reseller Hosting questions, such as issues with service reachability (insofar as these lie on our side), billing matters, and the use of the control panels and additional services.
ConsulHosting does not provide support for website-specific issues (such as errors in website code, database configurations, application errors, or security issues within websites), web development, e-mail configurations, DNS configurations, or bespoke application advice. For these matters we refer customers to the software vendor, relevant documentation, specialised third parties, or additional ConsulHosting support.
Additional support
€ 18,75 per 15 minutes
The additional support rate applies to work that falls outside the scope of regular support. As soon as you request additional assistance, this rate is charged.
1 Additional support must be requested and approved in advance because not every request falls within ConsulHosting’s expertise and may therefore be declined.
2 The additional support rate can be changed without prior notice.
3 The rate is billed in 15-minute increments, always rounded up.
Priority support
Not included
Priority support means that service requests are processed ahead of those from customers without this support.
Account manager
Not included
Website management & development
Not included
Our Reseller Hosting is unmanaged, which means the customer is responsible for managing and developing the website. This includes building, maintaining and modifying the site, as well as resolving issues related to functionality or content.
ConsulHosting therefore does not provide support for these tasks.
Uptime guarantee
Not included
Monitoring malfunctions
24/7
ConsulHosting monitors its services 24/7, ensuring that incidents are detected instantly and the team is alerted around the clock.
Monitoring websites
Not included
ConsulHosting does not monitor the reachability of individual websites.
As the customer, you are responsible for checking and monitoring the availability and operation of your own website.
Free migration service
2 hours of work
The free migration service can be requested within 30 days after delivery of the service to move infrastructure from a third party to ConsulHosting. The request must be submitted via a help ticket and include all required login and access details.
1 The migration service is intended solely for tasks directly related to the initial migration and that are reasonably proportionate to the nature and scope of the purchased service. Migrations outside this scope or any improper use of the service will not be performed.
2 ConsulHosting does not guarantee successful completion of the migration. Requests that, in ConsulHosting’s reasonable judgement, have little or no chance of success may be declined.
3 If the time reserved for the migration service is exceeded, the customer may choose to have the remaining work carried out at the prevailing additional-support rate. Time spent on correspondence, coordination and troubleshooting counts toward the allotted migration duration.
4 ConsulHosting does not cancel services with third parties, performs only the technical migration, and accepts no liability for any damage arising during or after the migration.
Maintenance window
Not included
A maintenance window is a predefined period during which system maintenance is performed to minimise customer impact. This service does not include a maintenance window.
ConsulHosting performs maintenance whenever necessary and always considers the potential impact on customers. Where possible, maintenance is scheduled at times that cause minimal disruption, such as outside business hours. When maintenance can be planned in advance, ConsulHosting will notify customers in due time.
Domain Names
Contact methods
Support ticket, live chat and email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries
The support scope describes the assistance customers can expect.
Customers can contact ConsulHosting with general questions about domain names, such as help with registration, renewal, nameserver management within our platform, billing, and the use of the control panel.
ConsulHosting does not provide support for external DNS configurations, email settings, or technical questions about third-party services linked to the domain name. For these matters, we refer customers to the relevant service provider or the available documentation.
Priority support
Not included
Priority support means that service requests are processed ahead of those from customers without this support.
Minecraft Server Hosting
Contact methods
Support ticket, live chat and email
Response time
Best Effort
Best Effort means that ConsulHosting strives to handle service requests as quickly as possible without being bound to fixed response times.
This approach provides the flexibility to respond both during and outside business hours, prioritise urgent requests, and give customers an immediate, relevant answer. The emphasis is on effectiveness and substance rather than strictly meeting response deadlines with standard notifications such as ‘your request has been received, we will get back to you later’.
Because nearly every request is unique and the resolution time depends on various factors, this method is better aligned with real-world practice.
Scope support
General inquiries and installation issues
The support scope describes the assistance customers can expect.
ConsulHosting provides help with installation issues and general questions about Minecraft Server Hosting, such as problems with server reachability and operation (insofar as these lie on our side), billing matters, and the use of the control panels and additional services.
Except for rare exceptions, ConsulHosting does not provide support for installing or configuring plugins, mods or modpacks, troubleshooting, Minecraft specific questions, external software issues, or technical advice. For such queries we refer to official documentation, online communities, or the support team of the relevant software vendor.
Priority support
Not included
Priority support means that service requests are processed ahead of those from customers without this support.
Uptime guarantee
Not included
Monitoring malfunctions
24/7
ConsulHosting monitors its services 24/7, ensuring that incidents are detected instantly and the team is alerted around the clock.
Maintenance window
Not included
A maintenance window is a predefined period during which system maintenance is performed to minimise customer impact. This service does not include a maintenance window.
ConsulHosting performs maintenance whenever necessary and always considers the potential impact on customers. Where possible, maintenance is scheduled at times that cause minimal disruption, such as outside business hours. When maintenance can be planned in advance, ConsulHosting will notify customers in due time.
Frequently Asked Questions
Find answers to your questions in our knowledge base or view the frequently asked questions below.
What is a Service Level Agreement?
A Service Level Agreement (SLA) is a contract that defines the quality and performance standards of a service. This includes agreements on support, availability, maintenance and guarantees.
Is a custom SLA possible?
Yes, a custom Service Level Agreement can be requested. Please contact us to discuss your requirements. Additional costs apply to custom SLAs.
When is ConsulHosting available?
ConsulHosting operates on a Best Effort basis without fixed office hours. Support requests can be submitted 24/7 and are handled as quickly as possible. Clients with a suitable SLA have access to support at any time.
What is your response time?
Our response time depends on factors such as urgency, workload, time of day, type of request and contact method. On average, we respond within 5 minutes via live chat.