Effective Date: 23 April 2025
Governing Entity: UltiHash GmbH, Berlin, Germany
This Service Level Agreement ("SLA") outlines the rights and service levels provided by UltiHash GmbH ("UltiHash") to all customers using its serverless object storage service ("the Service"). This agreement applies to every customer who subscribes to the serverless version of UltiHash, regardless of cluster size. It forms part of the broader agreement between UltiHash and the customer and sets out expectations on support, maintenance, and service reliability.
1. Overview of the serverless offering
The Service provides customers with a fully maintained object storage cluster that includes both the UltiHash software and the underlying infrastructure. The infrastructure is provisioned and managed by UltiHash across a set of trusted cloud providers in various countries. As part of the Service, customers choose the cluster size that best fits their needs, with flexibility to scale up when required.
The region and cloud provider currently supported is:
Germany, Frankfurt (AWS eu-central-1)
UltiHash offers four cluster sizes to start. The prices listed below cover the service license, software and infrastructure costs.
Each cluster includes access to the UltiHash stack, support and basic monitoring.
2. Support availability
Dedicated Slack channels are created for all managed users. Support is available Monday to Friday, from 9:00 to 17:00 CET, through Slack and the contact form available in the UltiHash User Dashboard.
3. Incident response time
UltiHash’s support team response time is two hours for all paid customers.
4. System availability
We aim for UltiHash Serverless clusters to have an availability of 0.995, which corresponds to 1 day, 19 hours, 45 minutes of downtime per year. While UltiHash provisions and manages the infrastructure through AWS, the underlying availability of data depends on the hosting provider. UltiHash is responsible for the core operation of the service, but cannot guarantee uptime in the event of regional cloud provider outages. UltiHash does not offer a formal uptime commitment or compensation for downtime caused by outages of the infrastructure provider. Scheduled maintenance of the UltiHash cluster is excluded from the uptime threshold.
5. Traffic, storage, and notifications
Each cluster size includes a baseline of storage and traffic usage. Storage usage is capped at the cluster’s size. Users can upgrade their cluster size at any time by reaching out through the support channel in Slack or by creating a support ticket in their customer dashboard; downgrades are not supported.
Traffic overages are subject to acceptable use and fair sharing policies. Any egress fees incurred will be charged at the end of each month, based on standard AWS data transfer pricing. For users accessing UltiHash from a VPC in AWS, setting up a PrivateLink can significantly reduce these fees.
6. Maintenance and updates
UltiHash will periodically issue updates to the managed software to enhance security, performance, or features. Updates will be scheduled and applied by UltiHash.
Customers will be notified via email in advance of any impactful maintenance.
7. Metrics collection
To ensure optimal performance, UltiHash collects operational metrics from the Service. These include usage patterns, request types, and cache performance. All data collected is non-sensitive and excludes any customer content.
8. Data Responsibilities
UltiHash does not access nor process customer content. Customers are responsible for their own data pipelines, integration logic and backups.
9. Acceptable Use
Customers must comply with all applicable laws and may not use the service to store, distribute, or process illegal content. Any abuse of traffic, infrastructure, or attempted unauthorized access may result in service suspension.
10. SLA Updates
This SLA may be updated periodically. UltiHash will notify all customers via email and Slack of any material changes.
11. Governing Law
This SLA is governed by the laws of Germany. Any disputes shall be resolved under the jurisdiction of the courts of Berlin.