General Terms and Conditions of Sale & SLA
These terms govern the hosting, colocation, server and hardware sales, network, website creation and prospecting services provided by INTER DATA to its professional clients.
1. Purpose & scope
These General Terms and Conditions of Sale apply as of right to any order placed with INTER DATA. Any order implies their unreserved acceptance. They prevail over any contrary clause in the client's documents, except by express written derogation.
2. Service level commitments (SLA)
INTER DATA commits to a contractual availability of services measured monthly, according to the following formula: availability = (contractual time − downtime) / contractual time × 100.
| Service | Standard SLA | Reinforced option | Service credit (per tier) |
|---|---|---|---|
| Managed hosting / private cloud | 99.9 % | 99.99 % | 5 % to 20 % of the monthly amount |
| Colocation (power & cooling) | 99.9 % | 99.99 % | 5 % to 20 % of the monthly amount |
| Network / transit | 99.9 % | 99.99 % | 5 % to 20 % of the monthly amount |
The following do not constitute downtime: planned maintenance notified 48 h in advance, force majeure, and failures attributable to the client or its third parties (applications, unmanaged dedicated hardware). Service credits constitute the sole and exclusive remedy in the event of an SLA breach.
3. Warranty & hardware sales
- Manufacturer warranty: 12 to 60 months depending on components, relayed by INTER DATA support.
- Withdrawal period: not applicable for professional clients, unless otherwise stated.
- Delivery: hardware is delivered tested (burn-in) and configured according to the order.
- DOA (dead on arrival): standard exchange within 10 business days after confirmation.
- Liability: limited to the replacement or refund of the defective hardware.
4. Support & interventions
| Support level | Access | P1 incident handling |
|---|---|---|
| Standard | Ticket & email, business days | < 4 h |
| Business | Ticket, email, phone | < 1 h |
| Critical | 24/7, dedicated channel | < 15 min |
A P1 incident corresponds to a total outage of a production service. Timeframes are counted from notification and acknowledgement.
5. Billing, liability & reversibility
Billing: recurring services are billed monthly or quarterly in arrears; hardware is billed on order. Payment within 30 days net.
Liability: INTER DATA's liability is limited to direct damages and, except in the case of gross negligence or wilful misconduct, capped at the amount of sums paid over the last 12 months. INTER DATA is not liable for indirect losses (loss of profit, loss of data after restitution of contractual backups).
Reversibility: at the end of the contract, the client's data and configurations are returned in a standard format, with a minimum notice period of 30 days.
6. Applicable law
These terms are governed by French law. In the event of a dispute, the parties seek an amicable solution before any referral to the competent court.