Availability of our services

Availability target

Availability depends on the service and is defined in the product description or the service contract. Unless agreed otherwise there, our terms and conditions specify an availability of 99.9 % per calendar year for our IT and cloud services. 

Calculation

Availability = available time / total time of the measurement period

We calculate availability per service. The measurement period is the calendar year, and it is evaluated at the end of each year.

Not included

• planned maintenance (details in the article «Maintenance work»)
• outages caused by incorrect configuration by the customer
• outages caused by the customer
• outages outside Netstream's area of responsibility and control, such as force majeure or faults at the customer's internet provider

Information about incidents

We provide information about service disruptions on status.netstream.ch. You can subscribe to notifications there. After incidents, we publish a post-mortem report on the cause and the measures taken.

Availability report

On request, you receive a report per service with:

• the availability achieved
• the number and duration of relevant outages
• a short root cause analysis if the target was not met

After the target has not been met, or after a priority 1 incident, the report is free of charge. We charge for further analyses based on time and effort.