SErvice level agreement
This Service Level Agreement (“SLA”) defines the terms of service between Hosted Power B.V. (“Hosted Power”) and its partners.
Hosted Power provides a fully managed, high performance platform designed to meet your business needs while ensuring reliability, speed and expert support.
Managed platform-as-a-service: TurboStack
Turbostack overview
TurboStack® is Hosted Power’s proprietary managed Platform-as-a-Service (PaaS), designed for B2B partners to deploy, manage, and scale nodes and web applications efficiently. TurboStack® combines a user-friendly interface with complete control over your hosting environment
Key Features:
- Performance & Scalability: Optimized for high performance and able to scale with your business needs.
- Proactive Support: Fully managed 24/7 incident handling, monitoring, and resolution.
- Cloud Agnostic: Integrates seamlessly with multiple cloud providers.
shared responsibility model
TurboStack® follows a shared responsibility approach:
Hosted Power: Manages infrastructure, monitoring, security patches, and backups.
Partner: Retains control over applications, data and configurations.
We also provide guidance for pipelines, CI/CD setup, and DevOps best practices to maximize efficiency and security.
technical foundation
TurboStack® is built on a robust, automated technology stack leveraging tools such as Ansible and Terraform to streamline deployments, updates, migrations, and application imports.
It automatically optimizes supported platforms (Magento, Drupal, custom apps) for top performance across frontend, backend, databases, and web servers. Supported technologies include PHP, MySQL, PostgreSQL, Redis, Varnish, Laravel, Kubernetes, and more.
data ownership and use
Your data remains fully yours.
Cloud infrastructure may rely on third-party providers, but all deployment configurations are stored securely in GitLab.
On termination of services, parameter files and configuration data are delivered to you to ensure a smooth transition.
Managed SERVICES
Proactive monitoring
Hosted Power continuously monitors your environment using proprietary tools optimized for accuracy.
- Critical functions are monitored 24/7.
- Potential issues are identified and resolved before they impact your business.
Customer Responsibilities:
Notify Hosted Power of expected traffic peaks or planned service interruptions at least 1 business day in advance.
SUPPORT
Critical Support:
Incidents affecting core server/network/service availability are handled immediately.
Non-Critical Support:
Questions about usage, configuration, or software not affecting service uptime.
Support channels: email, phone and monitoring systems.
DEVOPS & GITHUB ASSISTANCE
Analysis of application performance, caching, CI/CD pipelines, and infrastructure optimization.
Advisory support for scaling, dependency management, and best-practice deployment strategies.
SLA OPTIONS
SLA TIER
Incident Management
Emergency Hotline
DevOps Support
Response Time
Resolution Time
Managed Backups
Security Patching
Version Upgrades
RCA & Analysis
Monitoring
Scaling
PRO
24/7/365
Yes
Standard
<30 min
<60 min
20-day retention
Standard
Limited
Optional
Basic
Standard
platinum
24/7/365
Yes
Advanced
<15 min
<30 min
PITR, Advanced Recovery
Emergency patching
Full (EKS, RDS)
Included
Advanced
Zero-downtime scaling
Uptime guarantee
- Hosted Power guarantees 99.99% uptime per month for the infrastructure.
- Emergency hotline is available 24/7 for qualifying SLA tie
SECURITY
SSL/TLS
All hosted services include SSL/TLS encryption to protect data in transit and maintain trust with users and search engines.
MANAGED BACKUPS
- Daily backups with 20-day retention (Platinum SLA includes Point-in-Time Recovery).
- PITR allows restoration to precise timestamps to minimize RPO/RTO impact.
DDOS protection
- Rate limiting, load balancing, and blackhole routing to mitigate attacks.
- Optional third-party DDoS services (e.g., Cloudflare) for enhanced protection.
web application firewall (waf)
- ModSecurity-based WAF available, with optional Fortinet FortiWeb deployment.
- Protects against SQL injection, XSS, and other OWASP Top 10 vulnerabilities.
maintenance and updates
planned maintenance
- Routine updates, security patches, and reboots occur outside business hours (typically 22:00–04:00 CET).
- Customers are notified at least 2 business days in advance for non-standard maintenance.
emergency maintenance
- Critical security updates may require immediate action outside scheduled windows.
major upgrades and expert services
- Tools and guidance for infrastructure or software upgrades provided.
- Expert Services available for performance tuning, rollback planning and deployment support.
Compensation
If SLA targets are not met, monthly fees for affected services may be credited:
- Up to 2 hours downtime à 30% credit
- Up to 4 hours à 60% credit
- Over 4 hours à 100% credit
Maximum compensation is limited to the monthly service fee for the affected server/service.
limitations
- SLA does not cover application-level issues, software bugs, or user-induced downtime.
escalation matrix
Customer escalation
Operations Engineer → Service Manager → Operations Manager → Technical Lead/COO
Internal Technical Escalation:
Operations Engineer → Technical Lead → CEO
Internal Commercial Escalation:
Account Manager → COO → CEO
ADDITIONAL SERVICES and consultancy
- Hosted Power offers Expert Services outside the SLA, including performance audits, migrations, CI/CD optimization and custom configurations.
- Contact your account manager for tailored support.
contact
INQUIRY TYPE
Commercial
Technical
Billing
contact
hello@hosted-power.com or your account manager
support@hosted-power.com
Hotlines: BE: +32 53 599 000, NL: +31 85 888 4 555, FR: +33 483 97 97 97
