Version: October 7, 2025
Service Level Agreement (SLA)
Introduction
This Service Level Agreement (SLA) outlines the service levels Fixxers aims to provide in delivering hosting, IT and website management services. This SLA applies to all business clients of Fixxers, unless otherwise agreed in writing. By accepting our quotation and general terms and conditions, you automatically agree to this SLA.
1. Scope
This SLA applies to the following services:
• Web Hosting
• Website Maintenance (updates, monitoring)
• IT Support (remote and on-site)
• Microsoft 365 Management
• VOIP Services
• Internet Services Delivered via Third-Party Providers
2. Availability (Uptime)
• Fixxers aims to provide a monthly uptime of 99% for hosting services.
• Scheduled maintenance is excluded from this calculation.
• Disruptions caused by third-party providers (such as internet or VOIP suppliers) are outside Fixxers’ responsibility.
3. Maintenance and Updates
• Maintenance is performed outside business hours whenever possible.
• Clients will be notified at least 24 hours in advance if planned maintenance impacts service availability.
• Website updates and maintenance are only included if the client has signed a maintenance contract.
4. Backups
• Daily backups are performed for hosted environments.
• The retention period of backups is determined based on the client’s preferences.
• Clients remain responsible for keeping their own external backups if desired (e.g. local or cloud storage).
5. IT Support
• Standard support hours are Monday to Friday, 08:00–18:00 CET.
• Emergency or after-hours support is available by appointment or in urgent cases.
• Support may be provided remotely or on-site, depending on the situation.
Response Times
Fixxers aims to respond within the following timeframes:
• Standard requests: within 8 business hours
• Urgent issues (e.g. system outages): within 2 business hours
6. Microsoft 365
• Fixxers provides and manages Microsoft 365 licenses through its Microsoft Partner portal.
• Services include user and mailbox management, security settings, and support for Microsoft 365 applications.
• Fixxers acts as the main contact but relies on Microsoft for service availability and issue resolution.
7. VOIP Services
• VOIP services are provided through selected third-party providers, based on the client’s needs.
• Fixxers is the first point of contact, but the technical operation and uptime are the responsibility of the VOIP provider.
• Specific agreements may be made per client and documented separately.
8. Internet Services
• Internet connectivity is provided by third-party suppliers chosen based on location and availability.
• Fixxers is not responsible for the performance or uptime of the connection.
• Fixxers will act as the first point of contact towards the supplier in case of issues.
9. Liability
• Fixxers’ liability is limited as stated in the general terms and conditions.
• This SLA constitutes a best-effort obligation, not a guarantee of results.
10. Amendments and Custom Agreements
• Fixxers reserves the right to change this SLA. Material changes will be communicated in advance.
• Custom arrangements can be agreed upon per client and documented in writing (e.g. in a proposal or separate agreement).
Questions or Custom SLA Needed?
For questions or custom SLAs, please contact us at info@fixxersonline.com or visit www.fixxersonline.com.
This SLA is governed by Dutch law. The English version is provided for convenience; in case of discrepancies, the Dutch version shall prevail.