1. Description of 24/7 IONOS Cloud support service

IONOS Cloud customers have access to a comprehensive range of support services designed to make the use of IONOS Cloud services as efficient and trouble-free as possible. Here is a detailed list of the services available to these customers:

1.1 24/7 support access 365 days a year

Customers can always receive support from qualified personnel who are trained to provide fast and effective solutions. The 24/7 IONOS Cloud Support can be reached as follows: Support hotline: +49 30 577 00 820 Support email: [email protected]

1.2 Transmission of information

Support tickets must meet the following criteria on both sides:

• The subject of the email should contain a unique ticket ID from the cloud customer‘s ticket system, if available,

• an automatic acknowledgement of receipt must be sent, and

• the processor of the record must be named

• Contact options (email/telephone)

• Information on the instances and service concerned

• Time stamp

Upon receipt of a support request, a trained system administrator will contact the cloud customer Support. Support requests are processed in compliance with the response times defined below.

The following response times apply to incoming support requests:

• Malfunction (service is not available or its use is restricted) < 1 hour

• Service or information request < 72 hours

Within the response times specified above, cloud customer will receive a qualified statement. This includes either a statement on the completion of the process or, if the process has not yet been completed, an initial assessment of the support request and information on how to proceed. In the case of malfunctions, the cloud customer will additionally be informed about the extent of the malfunction and the expected duration of the malfunction elimination.

1.3 Responsibilities

The 24/7 IONOS Cloud Support has no authorisation to log on to virtual resources of the Cloud customer, nor to make any changes.

1.4 Overview of support services for cloud customers at IONOS:

• Technical Support

  • Help with troubleshooting and solving technical problems in connection with the IONOS Cloud services.

• Maintenance announcements and system updates

  • Regular information about planned maintenance work and system improvements

  • Announcements about required security updates

• Service requests

  • Processing specific requirements, such as Cloud Connect

  • Requests for additional services, including penetration tests, MS SQL licenses, and data upload services

• Help with account and invoice management

  • First point of contact for administrative matters relating to account management and billing

• Management of status page for incidents

  • Providing and updating information on the status page during incidents to inform customers about the current status of the services

• Provision of the Reason for Outage documents

2. Support agreement for Partner of IONOS

In addition to the general cloud customer services, IONOS partners have access to extended support levels and commitments tailored to their specific needs. The following additional services are available to them:

2.1 1st level support

The Partner undertakes to provide the following support and services to its end customers. The same applies for Distributors via their Resellers:

• Information and service requests regarding

  • Contract (contract details, general terms and conditions, GTCs etc.)

  • Customer master data

  • Accounting

• Subcontract Management

  • Management of individual contracts

  • Determination or modification of the resourses

  • User administration

  • Deletion of unneeded resources and contracts

• Support of virtual machines, operating systems, and services outside the scope of IONOS Cloud services

  • Root cause analysis and remediation

• Monitor or subscribe of IONOS Cloud status page status.ionos.cloud

• Execution or forwarding of maintenance announcements

• Forwarding technical problems and incidents regarding IONOS Cloud products to 24/7 IONOS Cloud Support (clause 1.2 lists the required information)

• Ticket responsibility and communication to the customer always remains in 1st level support

2.2 2nd level support

Optionally, a Partner in the Partner level "Platinum" can achieve 2nd level support status to ensure the best possible service delivery. For Distributors, 2nd level support status is mandatory. Partners are trained and certified accordingly in this regard.

In order to achieve and maintain 2nd level support status, the Partner undertakes to maintain the relevant certifications and to diagnose and qualify a fault to the best of its ability within the scope of the support. This includes the following aspects:

• Details about components involved

  • IPs, UUIDs, operating system, applications and versions

• Performance measurement (tools specified by IONOS Cloud)

  • Network (internal/external connection - bandwidth, PPS, latency)

  • Storage (bandwidth, IOPS, latency)

  • Compute (Stealtime, load, cpu/iowait)

• Detailed error pattern analysis

  • exact error description/derivation

  • Log messages

  • Extract Monitoring

  • Clear time information (date, time, time zone)

• Transmission of setup relevant details

  • Update status

  • Configuration details of the components involved in the malfunction

• Incidents and performance limitations must always be reported to IONOS

2.3 3rd level support

The 3rd level support is provided exclusively by 24/7 IONOS Cloud Support. The support services include the following:

• Troubleshooting with regard to the services offered by IONOS Cloud

• Announcement and communication of maintenance announcements

• Service Requests, for example, Cloud Connect, Private Cross Connect, Reverse DNS, penetration testing, MS SQL licenses, data upload service

2.4 Ticket handling at IONOS

2.4.1 The Partner's end customers or the Distributor's Reseller will not be provided with a direct communication channel to the 24/7 IONOS Cloud Support of IONOS. The Partner shall provide 1st level support to its customers for the purpose of information and service requests as well as support in case of malfunctions on the operating system, application and configuration level of the virtually used resources of IONOS.

2.4.2 If restrictions are due to the services provided by IONOS, these must be reported by a support employee of the Partner to the 24/7 IONOS Cloud Support.

2.4.3 Escalations, for example, exceeded response times of 24/7 IONOS Cloud Support response time, shall be communicated to the Head of 24/7 IONOS Cloud Support either by telephone or by email directly by the Partner. The response time, as stated in clause 1.2, measured from the time the Partner Support employee has submitted a fault to IONOS Cloud Support as described in clause 1.2. This escalation measure shall only be permitted after the regular support process described in clause 1.2 has been fully completed. The 24/7 IONOS Cloud Support Management team can be reached as follows: Phone: +49 30 577 00 8240 Email: [email protected] IONOS may change the contact details of the Head of 24/7 IONOS Cloud Support by giving five (5) business days' notice in text form.

2.4.4 If the information transmitted to 24/7 IONOS Cloud Support in the context of a ticket changes (e.g. contact person, email addresses, telephone number, status of the 1st level support ticket), this change must be communicated to 24/7 IONOS Cloud Support immediately. This is essential for a reliable exchange of information and thus a timely processing of support requests.

2.5 Authentication

To protect the customer and their virtual infrastructure, tickets can only be processed with prior authentication of the reporting party. For this purpose, we recommend creating an individual access plus support PIN in the Data Center Designer for each partner support employee, which the partner must do.

2.6 Responsibilities

The 24/7 IONOS Cloud Support has no authorization to log on to virtual resources of the Partner or its customers, nor to make any changes.

2.7 Trainings

In order to ensure the best possible communication and cooperation with all partners, 24/7 IONOS Cloud Support offers regular training sessions to Partner Support staff, either free of charge or at a charge. These include the following contents:

• Presentation of 24/7 IONOS Cloud Support

• Incident management and request fulfilment processes of IONOS Cloud

• Interface 24/7 IONOS Cloud Support

Furthermore, IONOS Cloud offers separate training and certification, free of charge or at a charge, for the achievement of 2nd level support status for the Partners. The annual mandatory certifications ensure that a Platinum Partner or Distributor has at least three (3) trained administrators available at all times. This certification includes the aspects mentioned under clause 2.2 for the fastest and best possible root cause identification and elimination in active cooperation.

Please check out the options below to view the price lists for IONOS products in your area.

• IONOS Inc.

• IONOS Ltd.

• IONOS SE

• IONOS SE (German)

Thank you for choosing IONOS as your partner in navigating the digital world. We're here to support your success every step of the way.

1. Beschreibung der 24/7 IONOS Cloud Supportleistung

Cloud-Kunden von IONOS erhalten Zugang zu einer umfassenden Palette an Supportleistungen, die darauf abzielen, die Nutzung der IONOS Cloud-Dienste so effizient und störungsfrei wie möglich zu gestalten. Hier eine detaillierte Auflistung der Services, die diesen Kunden zur Verfügung stehen:

1.1 24/7 Support-Zugang an 365 Tagen im Jahr

Kunden können jederzeit Unterstützung durch qualifiziertes Personal erhalten, das dazu ausgebildet ist, schnelle und effektive Lösungen bereitzustellen. Der 24/7 IONOS Cloud Support ist wie folgt zu erreichen: Telefon: +49 30 577 00 820 E-Mail:

1.2 Übermittlung von Informationen

Support Tickets müssen auf beiden Seiten folgende Kriterien erfüllen:

• Der Betreff der E-Mail soll, falls vorhanden, eine eindeutige Ticket-ID aus dem Ticketsystem des Cloud-Kunden enthalten,

• eine automatische Empfangsbestätigung muss versendet werden, und

• der Bearbeiter muss namentlich benannt werden.

• Kontaktmöglichkeiten (E-Mail/Telefon)

• Informationen zu den betroffenen Instanzen & Service

• Zeitstempel

Nach dem Eingang einer Supportanfrage wird sich ein geschulter Systemadministrator bei dem Cloud-Kunden melden. Die Bearbeitung der Supportanfragen erfolgt unter Beachtung der unten definierten Reaktionszeiten.

Für eingehende Supportanfragen gelten folgende Reaktionszeiten:

• Störung (Service ist nicht verfügbar, oder seine Nutzung ist eingeschränkt) < 1 Stunde

• Service- oder Informationsanfrage < 72 Stunden

Innerhalb der oben angegebenen Reaktionszeiten wird der Cloud-Kunde eine qualifizierte Aussage erhalten. Diese beinhaltet entweder eine Aussage zum Abschluss des Vorgangs oder, falls der Vorgang noch nicht abgeschlossen wurde, eine erste Einschätzung der Supportanfrage und die Information über das weitere Vorgehen. Im Fall von Störungen wird der Cloud-Kunde zusätzlich über das Ausmaß der Störung und die voraussichtliche Dauer der Störungsbeseitigung informiert.

1.3 Verantwortlichkeiten

Der 24/7 IONOS Cloud Support hat weder eine Berechtigung, sich auf virtuelle Ressourcen des Cloud-Kunden einzuloggen, noch Veränderungen vorzunehmen.

1.4 Übersicht der Support-Services für Cloud-Kunden bei IONOS:

• Technische Unterstützung

  • Hilfe bei der Fehlerbehebung und Lösung technischer Probleme im Zusammenhang mit den IONOS Cloud-Diensten.

• Wartungsankündigungen und Systemupdates

  • Regelmäßige Informationen über geplante Wartungsarbeiten und Systemverbesserungen für Cloud-Kunden.

  • Ankündigungen zu erforderlichen Sicherheitsupdates

• Serviceanfragen

  • Bearbeitung spezifischer Anforderungen, wie beispielsweise Cloud Connect

  • Anfragen hinsichtlich zusätzlicher Dienste, einschließlich Penetrationstests, MS SQL-Lizenzen und Daten-Upload-Services

• Hilfe bei der Konto- und Rechnungsverwaltung

  • Erste Anlaufstelle bei administrativen Anliegen in Bezug auf Kontoführung und Abrechnung

• Verwaltung der Statusseite bei Vorfällen

  • Bereitstellung und Aktualisierung von Informationen auf der Statusseite während Vorfällen, um Kunden über den aktuellen Status der Dienste zu informieren

• Bereitstellung der Dokumente Reason for Outage (Grund für den Ausfall)

2. Supportvereinbarung für Partner von IONOS

Die Partner von IONOS haben zusätzlich zu den allgemeinen Cloud-Kunden-Services Zugang zu erweiterten Support-Leveln und -Verpflichtungen, die auf ihre spezifischen Bedürfnisse zugeschnitten sind. Folgende zusätzliche Services stehen ihnen zur Verfügung:

2.1 1st Level Support

Der Partner verpflichtet sich, folgenden Support und Services seinen Endkunden gegenüber zu erbringen. Gleiches gilt analog für Distributoren gegenüber ihren Resellern.

• Informationsauskunft und Service-Anfragen bzgl.:

  • Vertragswesen (Vertragsdetails, AGBs, AVVs etc.)

  • Kundenstammdaten

  • Rechnungswesen

• Subcontract Management

  • Verwaltung der Einzelverträge

  • Festlegung/Änderung der Ressourcen

  • Benutzerverwaltung

  • Löschung nicht benötigter Ressourcen und Verträge

• Support von Virtuellen Maschinen, Betriebssystemen, Applikationen und Services außerhalb des Leistungsspektrums von IONOS Cloud

  • Ursachenanalyse und Behebung

• Monitoren/Abonnieren der IONOS Cloud Status Page

• Durchführung bzw. Weiterleitung von Maintenance Announcements

• Weiterleitung technischer Probleme und Incidents bzgl. IONOS Cloud Produkten an den 24/7 IONOS Cloud Support (unter Ziffer 1.2 werden benötigte Informationen detailliert gelistet)

• Die Ticket-Verantwortung und Kommunikation zum Kunden verbleibt immer im 1st Level Support

2.2 2nd Level Support

Optional kann ein Partner in der Partnerstufe „Platinum“ den 2nd Level Support Status erreichen, um eine bestmögliche Serviceerbringung zu gewährleisten. Bei Distributoren ist der 2nd Level Support Status obligatorisch. Die Partner werden diesbezüglich entsprechend geschult und zertifiziert.

Für die Erreichung und Aufrechterhaltung des 2nd Level Support Status verpflichtet sich der Partner, die entsprechenden Zertifizierungen aufrechtzuerhalten und im Rahmen des Supports die Diagnose und Qualifikation einer Störung bestmöglich vorzunehmen. Dies beinhaltet folgende Aspekte:

• Details über die involvierten Komponenten

  • IPs, UUIDs, Betriebssysteme, Anwendungen und Versionen

• Performance-Messung (durch IONOS Cloud vorgegebene Tools)

  • Netzwerk (intern/externe Anbindung - Bandbreite, pps, Latenz)

  • Storage (Bandbreite, IOps, Latenz)

  • Compute (Stealtime, load, cpu/iowait)

• Detaillierte Fehlerbildaufbereitung

  • genaue Fehlerbeschreibung/Herleitung

  • Log-Meldungen

  • Auszüge Monitoring

  • eindeutige Zeitangaben (Datum, Uhrzeit, Zeitzone)

• Übermittlung von Setup relevanten Details

  • Update-Stand

  • Konfigurationsdetails der in die Störung involvierten Komponenten

• Incidents und Performance-Einschränkungen müssen immer an IONOS gemeldet werden

2.3 3rd Level Support

Der 3rd Level Support wird ausschließlich durch den 24/7 IONOS Cloud Support erbracht. Die Supportleistungen beinhalten Folgendes:

• Störungsbehebung aufseiten der durch IONOS Cloud angebotenen Services

• Ankündigung und Kommunikation von Maintenance Announcements

• Service Requests, z.B. Cloud Connect, Private Cross Connect, Reverse DNS, Penetration Testing, MS SQL Lizenzen, Data Upload Service

2.4 Behandlung von Tickets bei IONOS

2.4.1 Den Endkunden des Partners oder dem Reseller des Distributors wird kein direkter Kommunikationsweg zum 24/7 IONOS Cloud Support zur Verfügung gestellt. Der Partner stellt den 1st Level Support für seine Kunden zwecks Informations- und Service-Anfragen sowie Unterstützung bei Störungen auf Betriebssystem-, Anwendungs- und Konfigurations-Ebene der virtuell genutzten Ressourcen von IONOS bereit.

2.4.2 Sind Einschränkungen auf die von IONOS bereitgestellten Services zurückzuführen, sind diese von einem Support Mitarbeiter des Partners an den 24/7 IONOS Cloud Support zu melden.

2.4.3 Eskalationen für z.B. überschrittene Reaktionszeiten des 24/7 IONOS Cloud Supports werden dem Head of 24/7 IONOS Cloud Support entweder telefonisch oder per E-Mail unmittelbar durch den Partner mitgeteilt. Die Reaktionszeit, wie unter Ziffer 1.2 angegeben, wird gemessen ab dem Zeitpunkt, in dem der Mitarbeiter des Partner-Supports eine Störung wie in Ziffer 1.2 beschrieben an den 24/7 IONOS Cloud Support übermittelt hat. Diese Eskalationsmaßnahme ist erst zulässig, nachdem der reguläre Supportprozess, der in Ziffer 1.2 detailliert beschrieben ist, vollständig abgeschlossen wurde. Das 24/7 IONOS Cloud Support Management Team ist wie folgt zu erreichen: Telefon: +49 30 577 00 8240 E-Mail:

IONOS kann durch Mitteilung in Textform mit einer Vorlaufzeit von fünf (5) Werktagen die Kontaktdaten des Head of 24/7 IONOS Cloud Support ändern.

2.4.4 Sollten sich die Informationen, die im Rahmen eines Tickets an den 24/7 IONOS Cloud Support übermittelt wurden, ändern (z.B. Ansprechpartner, E-Mail- Adressen, Telefonnummer, Status des 1st Level Support Tickets), ist diese Änderung dem 24/7 IONOS Cloud Support unverzüglich mitzuteilen. Dies ist essentiell für einen verlässlichen Austausch von Informationen und somit eine fristgemäße Abwicklung von Supportanfragen.

2.5 Authentifizierung

Zum Schutz des Kunden und dessen virtueller Infrastruktur können nur Tickets mit vorhergehender Authentifizierung des Meldenden bearbeitet werden. Hierfür empfehlen wir, für jeden Mitarbeiter des Partner-Supports einen individuellen Zugang zzgl. Support-PIN im Data Center Designer anzulegen (dies muss durch den Partner erfolgen).

2.6 Verantwortlichkeiten

Der 24/7 IONOS Cloud Support hat weder eine Berechtigung, sich auf virtuelle Ressourcen des Partners oder seiner Kunden einzuloggen, noch Veränderungen vorzunehmen.

2.7 Schulungen

Um eine bestmögliche Kommunikation und Zusammenarbeit mit allen Partnern zu gewährleisten, bietet der 24/7 IONOS Cloud Support den Mitarbeitern des Partner-Supports regelmäßige kostenfreie oder kostenpflichtige Schulungen an. Diese umfassen folgende Inhalte:

• Vorstellung des 24/7 IONOS Cloud Supports

• Incident-Management und Request Fulfillment Prozesse der IONOS Cloud

• Interface 24/7 IONOS Cloud Support

Des Weiteren bietet IONOS eine separate, kostenfreie oder kostenpflichtige Schulung und Zertifizierung für die Erreichung des 2nd Level Support Status der Partner an. Die jährlichen Pflicht-Zertifizierungen stellen sicher, dass bei einem Platinum Partner oder Distributor jederzeit mindestens drei (3) Administratoren ausgebildet zur Verfügung stehen. Diese Zertifizierung umfasst die unter Ziffer 2.2 genannten Aspekte für eine schnellst- und bestmögliche Ursachenfindung und -behebung in aktiver Zusammenarbeit.

1.Description of 24/7 IONOS Cloud support service

IONOS Cloud customers have access to a comprehensive range of support services designed to make the use of IONOS Cloud services as efficient and trouble-free as possible. Here is a detailed list of the services available to these customers:

1.1 24/7 support access 365 days a year

Customers can always receive support from qualified personnel who are trained to provide fast and effective solutions.

The 24/7 IONOS Cloud Support can be reached as follows:

Support hotline: +1 (267) 481-7981

Support email: [email protected]

1.2 Transmission of information

Support tickets must meet the following criteria on both sides:

• The subject of the email should contain a unique ticket ID from the cloud customer‘s ticket system, if available,

• an automatic acknowledgement of receipt must be sent, and

• the processor of the record must be named

• Contact options (email/telephone)

• Information on the instances and service concerned

• Time stamp

Upon receipt of a support request, a trained system administrator will contact the cloud customer Support. Support requests are processed in compliance with the response times defined below.

The following response times apply to incoming support requests:

• Malfunction (service is not available or its use is restricted) < 1 hour

• Service or information request < 72 hours

Within the response times specified above, cloud customer will receive a qualified statement. This includes either a statement on the completion of the process or, if the process has not yet been completed, an initial assessment of the support request and information on how to proceed. In the case of malfunctions, the cloud customer will additionally be informed about the extent of the malfunction and the expected duration of the malfunction elimination.

1.3 Responsibilities

The 24/7 IONOS Cloud Support has no authorisation to log on to virtual resources of the Cloud customer, nor to make any changes.

1.4 Overview of support services for cloud customers at IONOS:

• Technical Support

  • Help with troubleshooting and solving technical problems in connection with the IONOS Cloud services.

• Maintenance announcements and system updates

  • Regular information about planned maintenance work and system improvements

  • Announcements about required security updates

• Service requests

  • Processing specific requirements, such as Cloud Connect

  • Requests for additional services, including penetration tests, MS SQL licenses, and data upload services

• Help with account and invoice management

  • First point of contact for administrative matters relating to account management and billing

• Management of status page for incidents

  • Providing and updating information on the status page during incidents to inform customers about the current status of the services

• Provision of the Reason for Outage documents

2. Support agreement for Partner of IONOS

In addition to the general cloud customer services, IONOS partners have access to extended support levels and commitments tailored to their specific needs. The following additional services are available to them:

2.1 1st level support

The Partner undertakes to provide the following support and services to its end customers. The same applies for Distributors via their Resellers:

• Information and service requests regarding

  • Contract (contract details, general terms and conditions, GTCs etc.)

  • Customer master data

  • Accounting

• Subcontract Management

  • Management of individual contracts

  • Determination or modification of the resourses

  • User administration

  • Deletion of unneeded resources and contracts

• Support of virtual machines, operating systems, and services outside the scope of IONOS Cloud services

  • Root cause analysis and remediation

• Monitor or subscribe of IONOS Cloud status page status.ionos.cloud

• Execution or forwarding of maintenance announcements

• Forwarding technical problems and incidents regarding IONOS Cloud products to 24/7 IONOS Cloud Support (clause 1.2 lists the required information)

• Ticket responsibility and communication to the customer always remains in 1st level support

2.2 2nd level support

Optionally, a Partner in the Partner level "Platinum" can achieve 2nd level support status to ensure the best possible service delivery. For Distributors, 2nd level support status is mandatory. Partners are trained and certified accordingly in this regard.

In order to achieve and maintain 2nd level support status, the Partner undertakes to maintain the relevant certifications and to diagnose and qualify a fault to the best of its ability within the scope of the support. This includes the following aspects:

• Details about components involved

  • IPs, UUIDs, operating system, applications and versions

• Performance measurement (tools specified by IONOS Cloud)

  • Network (internal/external connection - bandwidth, PPS, latency)

  • Storage (bandwidth, IOPS, latency)

  • Compute (Stealtime, load, cpu/iowait)

• Detailed error pattern analysis

  • exact error description/derivation

  • Log messages

  • Extract Monitoring

  • Clear time information (date, time, time zone)

• Transmission of setup relevant details

  • Update status

  • Configuration details of the components involved in the malfunction

• Incidents and performance limitations must always be reported to IONOS

2.3 3rd level support

The 3rd level support is provided exclusively by 24/7 IONOS Cloud Support. The support services include the following:

• Troubleshooting with regard to the services offered by IONOS Cloud

• Announcement and communication of maintenance announcements

• Service Requests, for example, Cloud Connect, Private Cross Connect, Reverse DNS, penetration testing, MS SQL licenses, data upload service

2.4 Ticket handling at IONOS

2.4.1 The Partner's end customers or the Distributor's Reseller will not be provided with a direct communication channel to the 24/7 IONOS Cloud Support of IONOS. The Partner shall provide 1st level support to its customers for the purpose of information and service requests as well as support in case of malfunctions on the operating system, application and configuration level of the virtually used resources of IONOS.

2.4.2 If restrictions are due to the services provided by IONOS, these must be reported by a support employee of the Partner to the 24/7 IONOS Cloud Support.

2.4.3 Escalations, for example, exceeded response times of 24/7 IONOS Cloud Support response time, shall be communicated to the Head of 24/7 IONOS Cloud Support either by telephone or by email directly by the Partner. The response time, as stated in clause 1.2, measured from the time the Partner Support employee has submitted a fault to IONOS Cloud Support as described in clause 1.2. This escalation measure shall only be permitted after the regular support process described in clause 1.2 has been fully completed.

The 24/7 IONOS Cloud Support Management team can be reached as follows:

Phone: +49 30 577 00 8240

Email: [email protected]

IONOS may change the contact details of the Head of 24/7 IONOS Cloud Support by giving five (5) business days' notice in text form.

2.4.4 If the information transmitted to 24/7 IONOS Cloud Support in the context of a ticket changes (e.g. contact person, email addresses, telephone number, status of the 1st level support ticket), this change must be communicated to 24/7 IONOS Cloud Support immediately. This is essential for a reliable exchange of information and thus a timely processing of support requests.

2.5 Authentication

To protect the customer and their virtual infrastructure, tickets can only be processed with prior authentication of the reporting party. For this purpose, we recommend creating an individual access plus support PIN in the Data Center Designer for each partner support employee, which the partner must do.

2.6 Responsibilities

The 24/7 IONOS Cloud Support has no authorization to log on to virtual resources of the Partner or its customers, nor to make any changes.

2.7 Trainings

In order to ensure the best possible communication and cooperation with all partners, 24/7 IONOS Cloud Support offers regular training sessions to Partner Support staff, either free of charge or at a charge. These include the following contents:

• Presentation of 24/7 IONOS Cloud Support

• Incident management and request fulfilment processes of IONOS Cloud

• Interface 24/7 IONOS Cloud Support

Furthermore, IONOS Cloud offers separate training and certification, free of charge or at a charge, for the achievement of 2nd level support status for the Partners. The annual mandatory certifications ensure that a Platinum Partner or Distributor has at least three (3) trained administrators available at all times. This certification includes the aspects mentioned under clause 2.2 for the fastest and best possible root cause identification and elimination in active cooperation.

1. Description of 24/7 IONOS Cloud support service

IONOS Cloud customers have access to a comprehensive range of support services designed to make the use of IONOS Cloud services as efficient and trouble-free as possible. Here is a detailed list of the services available to these customers:

1.1 24/7 support access 365 days a year

Customers can always receive support from qualified personnel who are trained to provide fast and effective solutions. The 24/7 IONOS Cloud Support can be reached as follows: Support hotline: +44 333 336 1285 Support email:

1.2 Transmission of information Support tickets must meet the following criteria on both sides:

• The subject of the email should contain a unique ticket ID from the cloud customer‘s ticket system, if available,

• an automatic acknowledgement of receipt must be sent, and

• the processor of the record must be named

• Contact options (email/telephone)

• Information on the instances and service concerned

• Time stamp

Upon receipt of a support request, a trained system administrator will contact the cloud customer Support. Support requests are processed in compliance with the response times defined below.

The following response times apply to incoming support requests:

• Malfunction (service is not available or its use is restricted) < 1 hour

• Service or information request < 72 hours

Within the response times specified above, cloud customer will receive a qualified statement. This includes either a statement on the completion of the process or, if the process has not yet been completed, an initial assessment of the support request and information on how to proceed. In the case of malfunctions, the cloud customer will additionally be informed about the extent of the malfunction and the expected duration of the malfunction elimination.

1.3 Responsibilities

The 24/7 IONOS Cloud Support has no authorisation to log on to virtual resources of the Cloud customer, nor to make any changes.

1.4 Overview of support services for cloud customers at IONOS:

• Technical Support

  • Help with troubleshooting and solving technical problems in connection with the IONOS Cloud services.

• Maintenance announcements and system updates

  • Regular information about planned maintenance work and system improvements

  • Announcements about required security updates

• Service requests

  • Processing specific requirements, such as Cloud Connect

  • Requests for additional services, including penetration tests, MS SQL licenses, and data upload services

• Help with account and invoice management

  • First point of contact for administrative matters relating to account management and billing

• Management of status page for incidents

  • Providing and updating information on the status page during incidents to inform customers about the current status of the services

• Provision of the Reason for Outage documents

2. Support agreement for Partner of IONOS

In addition to the general cloud customer services, IONOS partners have access to extended support levels and commitments tailored to their specific needs. The following additional services are available to them:

2.1 1st level support

The Partner undertakes to provide the following support and services to its end customers. The same applies for Distributors via their Resellers:

• Information and service requests regarding

  • Contract (contract details, general terms and conditions, GTCs etc.)

  • Customer master data

  • Accounting

• Subcontract Management

  • Management of individual contracts

  • Determination or modification of the resourses

  • User administration

  • Deletion of unneeded resources and contracts

• Support of virtual machines, operating systems, and services outside the scope of IONOS Cloud services

  • Root cause analysis and remediation

• Monitor or subscribe of IONOS Cloud status page

• Execution or forwarding of maintenance announcements

• Forwarding technical problems and incidents regarding IONOS Cloud products to 24/7 IONOS Cloud Support (clause 1.2 lists the required information)

• Ticket responsibility and communication to the customer always remains in 1st level support

2.2 2nd level support

Optionally, a Partner in the Partner level "Platinum" can achieve 2nd level support status to ensure the best possible service delivery. For Distributors, 2nd level support status is mandatory. Partners are trained and certified accordingly in this regard.

In order to achieve and maintain 2nd level support status, the Partner undertakes to maintain the relevant certifications and to diagnose and qualify a fault to the best of its ability within the scope of the support. This includes the following aspects:

• Details about components involved

  • IPs, UUIDs, operating system, applications and versions

• Performance measurement (tools specified by IONOS Cloud)

  • Network (internal/external connection - bandwidth, PPS, latency)

  • Storage (bandwidth, IOPS, latency)

  • Compute (Stealtime, load, cpu/iowait)

• Detailed error pattern analysis

  • exact error description/derivation

  • Log messages

  • Extract Monitoring

  • Clear time information (date, time, time zone)

• Transmission of setup relevant details

  • Update status

  • Configuration details of the components involved in the malfunction

• Incidents and performance limitations must always be reported to IONOS

2.3 3rd level support

The 3rd level support is provided exclusively by 24/7 IONOS Cloud Support. The support services include the following:

• Troubleshooting with regard to the services offered by IONOS Cloud

• Announcement and communication of maintenance announcements

• Service Requests, for example, Cloud Connect, Private Cross Connect, Reverse DNS, penetration testing, MS SQL licenses, data upload service

2.4 Ticket handling at IONOS

2.4.1 The Partner's end customers or the Distributor's Reseller will not be provided with a direct communication channel to the 24/7 IONOS Cloud Support of IONOS. The Partner shall provide 1st level support to its customers for the purpose of information and service requests as well as support in case of malfunctions on the operating system, application and configuration level of the virtually used resources of IONOS.

2.4.2 If restrictions are due to the services provided by IONOS, these must be reported by a support employee of the Partner to the 24/7 IONOS Cloud Support.

2.4.3 Escalations, for example, exceeded response times of 24/7 IONOS Cloud Support response time, shall be communicated to the Head of 24/7 IONOS Cloud Support either by telephone or by email directly by the Partner. The response time, as stated in clause 1.2, measured from the time the Partner Support employee has submitted a fault to IONOS Cloud Support as described in clause 1.2. This escalation measure shall only be permitted after the regular support process described in clause 1.2 has been fully completed. The 24/7 IONOS Cloud Support Management team can be reached as follows: Phone: +49 30 577 00 8240 Email: IONOS may change the contact details of the Head of 24/7 IONOS Cloud Support by giving five (5) business days' notice in text form.

2.4.4 If the information transmitted to 24/7 IONOS Cloud Support in the context of a ticket changes (e.g. contact person, email addresses, telephone number, status of the 1st level support ticket), this change must be communicated to 24/7 IONOS Cloud Support immediately. This is essential for a reliable exchange of information and thus a timely processing of support requests.

2.5 Authentication

To protect the customer and their virtual infrastructure, tickets can only be processed with prior authentication of the reporting party. For this purpose, we recommend creating an individual access plus support PIN in the Data Center Designer for each partner support employee, which the partner must do.

2.6 Responsibilities

The 24/7 IONOS Cloud Support has no authorization to log on to virtual resources of the Partner or its customers, nor to make any changes.

2.7 Trainings

In order to ensure the best possible communication and cooperation with all partners, 24/7 IONOS Cloud Support offers regular training sessions to Partner Support staff, either free of charge or at a charge. These include the following contents:

• Presentation of 24/7 IONOS Cloud Support

• Incident management and request fulfilment processes of IONOS Cloud

• Interface 24/7 IONOS Cloud Support

Furthermore, IONOS Cloud offers separate training and certification, free of charge or at a charge, for the achievement of 2nd level support status for the Partners. The annual mandatory certifications ensure that a Platinum Partner or Distributor has at least three (3) trained administrators available at all times. This certification includes the aspects mentioned under clause 2.2 for the fastest and best possible root cause identification and elimination in active cooperation.

Get 24/7 support for your IONOS Cloud journey and ensure guaranteed success.

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A B C D E F G H I J K L M N O P Q R S T V W

A

Ansible

An IT automation tool that allows users to configure, deploy, and orchestrate advanced tasks, such as continuous deployments or zero downtime rolling updates.

Application Load Balancer (ALB)

A pre-configured Virtual Data Center (VDC) element that operates at the application layer of the Open Systems Interconnection (OSI) model. It directs incoming application traffic to multiple targets to improve the scalability and availability of web applications.

ALB

See Application Load Balancer.

Application Programming Interface (API)

A set of rules and protocols that enables different software applications to communicate and exchange data with each other in a standardized and structured manner.

API

See Application Programming Interface.

Authoritative Zone Transfer (AXFR)

A DNS protocol that copies an entire zone from a primary to a secondary server. It ensures consistent, synchronized DNS data and uses TCP for reliable transfer. IP restrictions or TSIG keys typically secure AXFR and are ideal for complete zone replication in authoritative DNS setups.

Availability Zone

You can assign a Zone to a Virtual Machine to guarantee distinct locations within a region from which the cloud services are provided. It provides distributed resources across multiple zones to build highly available fault-tolerant architectures.

B

Backup Unit Manager

An application that schedules, manages, and operates data backup processes on a computer, server, or network device. It is an integrated application that works on a client-server architecture for extracting data backup copies from a source computer or IT environment to a remote storage facility.

Beta

A stage in the product's lifecycle where it is made available to a limited number of users or a specific target audience for testing and gathering feedback. The beta phase typically follows the alpha phase and precedes the software's General Availability (GA) or official release.

Block Storage

An IT architecture in which data is stored as a file system. Block storage provides endless possibilities for storing large amounts of information, as well as guarantees the safety of resource planning systems, and provides instant access to the required amount of data without delay.

Bucket

A user-defined storage area in a cloud storage system is divided into folders and can be accessed or managed through APIs or user interfaces provided by the cloud storage provider.

C

Chef: Knife plugin

A configuration management tool that allows simplified configuration and maintenance of both servers and cloud provider environments through the use of common templates called recipes.

Command Line Interface (CLI)

It is a text-based interface that allows users to interact with a computer system or software application through commands entered via a command line interface, rather than through a graphical user interface (GUI).

CLI

See Command Line Interface.

Cloud Block Storage

Cloud Hard Disk Drive (HDD) and Solid State Drive (SSD) Block storage allow customers to use a dual-redundant storage system. Each block of storage the customer creates is stored on two storage servers, providing active-active redundancy. For additional data protection, every storage server is based either on a hardware or software RAID system.

Cloud Computing

Cloud computing is the delivery of information technology services over a network, usually the internet. In the cloud computing model, infrastructure, data, and software are hosted by the vendor and delivered to the user as a service.

Cloud Cubes

Virtual private service instances with shared resources. Cubes are a new addition to the Cloud product line, distinct from our established enterprise VM products. At the same time, they are fully integrated with the entire Cloud solution stack, can be used with advanced enterprise resources and features, and are hosted on the same LANs as the Enterprise VM instances.

Cloud-init

A defacto multi-factor package that performs early initialization of a cloud instance. It is a set of community-maintained scripts that configures virtual machines based on information from the metadata service.

Cloud Storage

A model of computer storage in which data is stored in facilities (often multiple facilities) managed by a hosting company (cloud service provider) and is accessed remotely by the user via a network.

Compute Engine

A virtual machine (VM) or a collection of VMs hosted on the IONOS cloud infrastructure. Compute Engine is further categorized into Dedicated Core server and vCPU Server, each containing a set of resources to support different workloads.

Configuration Management Tools

An automated approach to maintaining computer systems and software in a known, consistent, state.

Container

An abstract unit of software is an independent executable unit that contains everything needed to run an application. Containers have specific parameters and can run programs, work tasks, or specific tasks. The small size, high speed, and portability of containers are due to the absence of a guest operating system in each instance. This way, containers can use host OS components and resources.

Content Delivery Network (CDN)

A globally distributed network of servers designed to deliver web content quickly and efficiently by caching it close to the user's geographic location, reducing latency and improving load times. CDNs also enhance website security through DDoS protection and provide scalability to handle high traffic volumes.

CDN

See Content Delivery Network.

Core Network

A high availability core network at each location for the redundant connection of the product platform. All services provided by Cloud are connected to the internet via this core network.

Cross Connect

A physical, hardwired cable that provides a direct connection between two different termination locations within a data center. Cross connects enable colocation customers to establish high-performance, dedicated connectivity to one another within the data center – providing increased reliability and lower latency over network connections standardly used outside of a data center.

Container Storage Interface (CSI)

An attempt to standardize the interaction between container orchestration engines and storage providers. This solution is being promoted by Kubernetes, Docker, and Mesos. It means that the storage providers implement one addition, and container orchestration platforms undertake to support the CSI interface.

CSI

See Container Storage Interface.

Cube

A three-dimensional (3D) (or higher) range of values that are generally used to explain the time sequence of an image's data. It is a data abstraction to evaluate aggregated data from a variety of viewpoints.

D

Database as a Service (DBaaS)

A cloud computing service that allows users access to, and the use of, a cloud database system. Users can access this without purchasing and setting up their hardware, installing their database software, or managing the database themselves.

DBaaS

See Database as a Service

Database Cluster

A collection of databases that is managed by a single instance of a running database server. After initialization, a database cluster will contain a database named Postgres, which is meant as a default database for use by utilities, users and third-party applications.

Data Center Designer (DCD)

A unique graphical tool for creating and managing Virtual Data Centers (VDC) in the cloud; configuration is intuitive and straightforward with a JavaScript-based graphical user interface.

DCD

See Data Center Designer.

Distributed Denial of Service (DDoS)

It is a type of cyber attack in which multiple compromised computers or devices, known as a botnet, are used to flood a target system or network with a massive amount of traffic or requests. The goal of a DDoS attack is to overwhelm the target's resources, such as bandwidth, processing power, or memory, rendering the system or network inaccessible to legitimate users.

DDoS

See Distributed Denial of Service.

Dedicated Core Server

An Infrastructure-as-a-Service (IaaS) platform that provides on-demand access to integrated solutions that ensure your application runs smoothly during peak loads.

Digital Asset

An entity that exists in binary format and comes with a right to use. If there's no right to use, then it is not considered an asset. Common examples include images, audio files, spreadsheets, multimedia, email, websites, digital documents, etc.

Distributed Network

A computer network system that distributes the programming, software, and data across multiple computers. These computers may be nearby or geographically dispersed, but they work and communicate together as one system.

Docker Machine

A command-line tool used to provision and manage Docker hosts (virtual machines or physical machines) running the Docker Engine. It simplifies the process of creating, configuring, and managing Dockerized environments on various platforms. For more information, see Docker Documentation.

Docker Machine Driver

The component that is responsible for creating and managing the underlying infrastructure where Docker hosts are provisioned. Docker Machine supports multiple drivers, each tailored to work with specific platforms or virtualization technologies.

Domain Name System (DNS)

A system used to convert a computer's hostname into an IP address on the internet. For example, if a computer needs to communicate with the web server example.net, your computer needs the IP address of the web server example.net.

DNS

See Domain Name System.

E

Early Access (EA)

A stage in software development or product release where a limited set of users or customers are granted early or pre-release access to a product or service. It allows these select individuals or organizations to use, test, and provide feedback on the product before its official launch or general availability.

EA

See Early Access.

Elastic Computing

The ability to dynamically provision and de-provision computer processing, memory, and storage resources to meet changing demands without worrying about capacity planning and engineering for peak usage.

External Network

Depending on the location, different capacities for transmitting data to or from the internet are available for operating the Cloud service. Due to the direct connection between the data centers at the German locations, the upstream can be used across locations.

F

Failover

Failover is switching to a redundant or standby computer server, system, hardware component or network upon the failure or abnormal termination of the previously active application, server, system, hardware component, or network in a computer network. Failover and switchover are essentially the same operation, except that failover is automatic and usually operates without warning, while switchover requires human intervention.

Firewall

A network security device that monitors incoming and outgoing network traffic and permits or blocks data packets based on a set of security rules. Its purpose is to establish a barrier between your internal network and incoming traffic from external sources (such as the internet) to block malicious traffic like viruses and hackers.

Flow logs

A feature that allows you to capture data related to IPv4 network traffic flows. Flow logs can be enabled for any network interface of a Virtual Machine (VM) instance and Network Load Balancer, as well as the public interfaces of the Network Address Translation (NAT) Gateway.

Forwarding rules

The configuration settings dictate how network traffic is forwarded from a source to a destination in the context of network devices, such as routers or switches. These rules determine the routing path and actions taken on incoming packets.

File Transfer Protocol (FTP)

It is a standard network protocol used for transferring files between a client and a server over a TCP/IP-based network, such as the internet.

FTP

See File Transfer Protocol.

G

General Availability (GA)

The stage in the lifecycle of a software product or service is when it is considered fully developed, stable, and ready for widespread use by the general public or intended audience. It signifies that the product has completed its testing, bug fixing, and refinement phases, and is deemed suitable for production environments.

GA

See General Availability.

Gigabyte

We follow the binary interpretation of the gigabyte (also called gibibyte, 'GiB'), where a gigabyte equals 1024 megabytes, a megabyte equals 1024 kilobytes, and a kilobyte equals 1024 bytes. This defines one gigabyte as 1,073,741,824 bytes.

H

Hard Disk Drive (HDD)

It is a non-volatile storage device used for storing and retrieving digital data. HDDs use magnetic storage technology to store data. Data is read from and written to the platters using read/write heads that move across the surface of the disks.

HDD

See Hard Disk Drive.

Hot Plug

Hot swapping or hot insertion refers to the ability to add or remove hardware components from a system while it is powered on or in operation, without the need to shut down or restart the system. This capability allows for convenient and seamless replacement or addition of devices without disrupting the overall system.

Host Machine

A piece of physical hardware that hosts virtual machines.

Hybrid Cloud

A cloud computing environment that is comprised of a mix of Private Cloud, Public Cloud, and On-Premises solutions. In a hybrid cloud, private and public cloud infrastructures remain distinct from one another but are bound together by technology that allows data and services portability between them.

I

Incremental Zone Transfer (IXFR)

A DNS protocol that transfers only the changes (deltas) made to a zone since the last update rather than the entire zone file. It improves efficiency and reduces bandwidth compared to AXFR. IXFR requires both servers to support it and is commonly used to keep secondary DNS zones up to date with minimal data transfer.

Infrastructure as a service (IaaS)

It is a cloud computing model that provides virtualized computing resources over the internet. With IaaS, users can access and manage fundamental IT infrastructure components, such as virtual machines, storage, networks, and operating systems, as scalable and on-demand services.

IaaS

See Infrastructure as a service.

Image

A copy of the entire state of a computer system, stored in some non-volatile form such as a file. A system is said to be capable of using system images if it can be shut down and later restored to the same state. In such cases, system images can be used for backup.

Indexes

A method of sorting data by creating keywords or a listing of the data.

Internal Network

An internal network, also known as a LAN, refers to a network infrastructure that is confined within a specific physical location, such as an office building, campus, or data center. It is designed to facilitate communication and data sharing among devices and resources within the defined network boundary.

Internet Protocol (IP) Address

A unique address that identifies a device on the internet or a local network. They are an essential part of the internet's infrastructure and follow either the IPv4 or IPv6 addressing scheme.

Internet Protocol version 4 (IPV4) address

A unique numerical identifier that is assigned to devices on a network. It is part of the underlying Internet Protocol suite and is used to identify and locate devices on a computer network. IPv4 addresses are 32 bits long, represented as a series of four decimal numbers separated by periods (e.g., 192.168.0.1). Each decimal number, also known as an octet, represents 8 bits of the address.

Internet Protocol version 6 (IPV6) address

A numerical identifier that is assigned to devices on a network. It is the successor to IPv4 and provides an expanded address space to accommodate the increasing number of connected devices in the modern internet era. IPv6 addresses are 128 bits long, represented as eight groups of hexadecimal digits separated by colons (e.g., 2001:0db8:85a3:0000:0000:8a2e:0370:7334). This longer address format allows for a significantly larger number of unique addresses compared to IPv4.

IONOS Object Storage

Create buckets and store objects with this S3-compliant service. It allows you to store and retrieve large amounts of data in the form of objects.

IP Address

A unique address that identifies a device on the internet or a local network. IP stands for "Internet Protocol," which is the set of rules governing the data format sent via the internet or local network.

K

Kubernetes

An open-source container orchestration platform that automates the deployment, scaling, and management of containerized applications. It was originally developed by Google and is now maintained by the Cloud Native Computing Foundation (CNCF). Kubernetes provides a framework for managing the lifecycle of containerized applications across a cluster of nodes.

Kubernetes Clusters

A set of nodes that run containerized applications. Containerizing applications package an app with its dependencies and some necessary services. They are more lightweight and flexible than virtual machines. In this way, Kubernetes clusters allow for applications to be more easily developed, moved and managed.

L

Live Vertical Scaling

A technology that permits you to scale the number of CPU cores and amount of RAM while the server is running, without having to restart it. Vertical scaling involves adding or removing resources such as CPU, memory, storage, or network capacity to a single server or virtual machine.

Local Area Network (LAN)

A computer network that spans a limited geographical area, such as a home, office building, or campus is typically privately owned and operated, providing high-speed and low-latency connections between connected devices. It connects computers, devices, and resources within the defined area, allowing them to communicate and share data.

LAN

See Local Area Network.

Load Balancer

The process of distributing a set of tasks over a set of resources (computing units), to make their overall processing more efficient. Load balancing can optimize the response time and avoid unevenly overloading some compute nodes while other compute nodes are left idle.

M

Managed Kubernetes

A cloud-based service that provides a managed and simplified environment for deploying, managing, and scaling Kubernetes clusters. Kubernetes is an open-source container orchestration platform that automates the deployment, scaling, and management of containerized applications.

Managed NAT (Network Address Translation) Gateway

A service provided by cloud providers to enable outbound internet connectivity for resources within a private subnet of a virtual network. NAT allows multiple devices within a private network to share a single public IP address when accessing the internet.

Media Access Control (MAC) address

A unique identifier that is assigned to network interfaces at the hardware level. It is a 48-bit address that is used to identify devices on a local network.

MAC

See Media Access Control (MAC) address.

Monitoring as a Service (MaaS)

It is an infrastructure provisioning model where physical hardware, such as servers, storage devices, and networking equipment, is treated as a service. MaaS allows users to manage and deploy bare-metal servers or physical infrastructure resources through a cloud-like interface or API.

MaaS

See Monitoring as a Service.

Multi-Cloud

The concurrent use of separate cloud service providers for different infrastructure, platform, or software needs. A multi-cloud approach can help prevent vendor lock-in and may help an enterprise deal with diverse workloads and partners.

Multi-Tenancy

A mode of operation for software in which multiple instances of one or many applications run in a shared environment. In a cloud computing model, pooled physical and virtual resources are dynamically assigned and reassigned to tenants according to consumer demand.

N

Network Address Translation (NAT)

A networking process that involves the modification of IP addresses in packet headers while they are being transmitted across a network. It is commonly used to enable communication between networks that use different IP address ranges.

NAT

See Network Address Translation.

Network Address Translation (NAT) Gateway

A networking component that enables communication between a private network and the internet. It acts as an intermediary device that translates IP addresses between the private network and the public internet. You can use a NAT gateway such that instances in a private subnet can connect to services outside your VPC but external services cannot initiate a connection with those instances.

Network File System (NFS)

A distributed file system protocol that allows remote file access and sharing over a network. NFS enables a client-server model, where a central server provides access to files and directories to remote clients.

NFS

See Network File System.

Network Load Balancer (NLB)

A pre-configured VDC element that provides connection-based layer 4 load balancing features and functionality. It improves the availability, scalability, and performance of network applications by efficiently distributing incoming traffic to multiple servers.

NLB

See Network Load Balancer.

Network Interface Card (NIC)

A component that provides networking capabilities for a computer. It may enable a wired connection (such as Ethernet) or a wireless connection (such as Wi-Fi) to a LAN.

NIC

See Network Interface Card.

Network Security Groups

Network Security Groups (NSGs) are virtual firewalls that control the inbound and outbound traffic of Network Interface Cards (NICs) and Virtual Machines (VMs) in a Virtual Data Center (VDC). NSGs allow you to filter network traffic based on security rules you define for the associated member resources.

Node

A computer that connects to a blockchain network. 'Full' nodes store the entire distributed ledger from the first (genesis) block to the present and participate in blockchain consensus. 'Light' nodes are used by resource-constrained devices for application-specific purposes, such as reading specific blockchain data and submitting new transactions to full nodes for inclusion in the ledger.

Non-Volatile Memory Express (NVMe)

A standard hardware interface for Solid State Drives (SSDs) that uses the PCI Express (PCIe) bus. NVMe replaces traditional storage protocols, such as Serial ATA (SATA) and Small Computer System Interface (SCSI), which were originally designed for Hard Disk Drives (HDDs) and may not fully exploit the performance capabilities of SSDs.

O

Object Storage

A type of data storage architecture that stores data as objects rather than traditional file hierarchies or blocks. In object storage, each object is assigned a unique identifier and is stored in a flat address space, making it easily accessible and scalable. Objects are stored in a flat address space and can be accessed through APIs using their unique identifiers or keys.

Object Storage Key Manager

A component or service that manages the keys used for accessing and securing objects stored in an object storage system. It provides a centralized platform for generating, storing, and managing encryption keys that are used to encrypt and decrypt data stored in the object storage.

Optimization

The strategy of reducing the database system response time. Databases provide us with information stored with a hierarchical and related structure, which allows us to extract the content and arrange it easily. There are plenty of options to choose from for businesses and companies.

P

Pay-As-You-Go (PAYG)

A flexible pricing model where you are billed only for the individual resources you use, for the time you use them, without any long-term contract.

Point-in-Time Recovery (PITR)

A data protection mechanism that allows you to restore a database or system to a specific point in time. It is commonly used in the context of databases but can also be applied to other types of systems. PITR works by capturing and storing incremental backups or transaction logs at regular intervals. These backups or logs contain the changes made to the data since the last full backup.

PITR

See Point-in-Time Recovery.

Provisioning

The process of setting up IT infrastructure. It can also refer to the steps required to manage access to data and resources and make them available to users and systems.

Provisioning is not the same thing as configuration, but they are both steps in the deployment process. Once something has been provisioned, the next step is configuration.

Public IPv4 Addresses

Every virtual network interface card that is connected to the internet is automatically assigned a public IPv4 address by DHCP. This IPv4 address is dynamic, meaning it can change while the virtual server is operational or in the case of a restart.

Private IPv4 Addresses

In networks that are not connected to the internet, each virtual network interface card is automatically assigned a private IPv4 address. This is assigned by the DHCP service. These IPv4 addresses are assigned statically to the MAC addresses of the virtual network interface cards.

PTR Record

A DNS record that maps an IP address to its corresponding domain name, enabling reverse DNS lookups. It is primarily used to verify an IP address's legitimacy, often in email validation scenarios.

Puppet

An open-source configuration management and automation tool that helps system administrators and DevOps teams manage and automate the deployment and configuration of software and infrastructure across a network of computers. It provides a declarative language and a framework for defining and enforcing the desired state of systems, also known as infrastructure as code.

Q

Query

A request for a database’s data so we can retrieve or manipulate it. It is a command issued to retrieve or manipulate data from a Database Management System (DBMS).

R

Remote Console

A terminal or workstation in a remote location that is used to monitor and control a local computer.

Reverse DNS (rDNS)

The process of querying the DNS to resolve an IP address back to its associated domain name through PTR records. It is commonly used for email verification and network troubleshooting, helping identify the network traffic source.

Routing Table

A data table stored in a router or a network host that lists the routes to particular network destinations, and in some cases, metrics (distances) associated with those routes. The routing table contains information about the topology of the network immediately around it. A routing table is also known as a Routing Information Base (RIB).

S

Scalability

The ability of a process, system, or framework to handle a growing workload. In other words, a scalable system is adaptable to increasing demands. The ability to scale on demand is one of the biggest advantages of cloud computing.

Scale-out Backup Repository (SOBR)

A data backup feature from Veeam Backup & Replication that supports horizontal scaling of data storage in multiple tiers. It consists of several backup or object storage repositories.

SOBR

See Scale-out Backup Repository.

Server Name Indication (SNI)

An extension of the SSL/TLS protocol that enables a client, such as a browser, to specify the domain to connect in the initial handshake of an HTTPS session.

SNI

See Server Name Indication.

Software Development Kit (SDK)

A toolbox that contains special libraries that can be used to easily manage your cloud servers by using your preferred development or coding language. They hold tools, libraries, relevant documents, sample code, processes, and or guides for use on that particular platform.

SDK

See Software Development Kit.

Server

A piece of computer hardware or software (computer program) that provides functionality for other programs or devices, called "clients". This architecture is called the client-server model. Servers can provide various functionalities, often called "services", such as sharing data or resources among multiple clients or performing computations for a client.

Snapshot

A snapshot is the state of a system at a particular point in time. It can refer to an actual copy of the state of a system or a capability provided by certain systems.

Solid-State Drive (SSD)

A drive that uses integrated circuit assemblies to store data persistently, typically using flash memory.

SSD

See Solid-State Drive.

Secure Shell (SSH) Keys

Used for easier authorization on various services. When creating storage based on Linux images, you can inject SSH keys into your VM to set up SSH access so that you can use SSH for secure communication.

Server Message Block (SMB)

A network file-sharing protocol that allows applications and users to read, create, and update files on remote servers.

Start of Authority (SOA)

A DNS record that defines key administrative information about a DNS zone: it includes the primary name server, the email address of the primary contact, and timers for zone refresh, retry, and expiry. The SOA record also contains the serial number, which is crucial for zone transfers, as it indicates when a zone has been updated.

Storage

A process through which digital data is saved within a data storage device utilizing computing technology. Storage is a mechanism that enables a computer to retain data, either temporarily or permanently.

T

Targets

The compute resources, such as VM instances, containers, microservices, or appliances, to which the traffic is distributed for processing. Network Load Balancer backend serves registered targets using an IP address and a TCP port.

Targets can be added or removed and capacities scaled without disrupting the overall flow of connection requests.

Terraform

An open-source Infrastructure as Code (IaC) tool to enable the provisioning, management, and deployment of infrastructure resources across various cloud providers, data centers, and other service providers in a declarative and automated manner.

Token

A utility, resource, or asset value that can be bought, sold, or traded on an existing blockchain, like Ethereum. Tokens are often used in decentralized applications.

Two Factor Authentication (2FA)

A security mechanism that adds a layer of protection to user accounts or systems by requiring two forms of authentication to verify identity. The two factors involve a password or PIN and a mobile device or security token. By requiring both factors, 2FA mitigates the risk of unauthorized access, even if the user's password is compromised, enhancing the overall security of the system or application.

V

Virtual CPU (vCPU)

A central CPU is associated with a Virtual Machine. It is also called a virtual processor.

vCPU

See Virtual CPU

Virtual Data Center (VDC)

A collection of cloud resources used for creating an enterprise-grade IT infrastructure. VDC resources include the processors, memory, disk space, and networks from which virtual machines are built.

VDC

See Virtual Data Center.

VirtIO

VirtIO is a standardized interface for virtualized environments that provides drivers for various virtual devices, such as network interfaces, storage controllers, and other peripherals. Using VirtIO drivers with Kernel-based Virtual Machines (KVMs) offers several advantages, including improved performance and efficiency compared to emulated devices. VirtIO drivers are optimized for virtual environments and provide direct access to underlying hardware when available to enhance I/O performance and reduce overhead.

Virtual Machine (VM)

The virtualization or emulation of a computer system is based on computer architectures and provides the functionality of a physical computer. Virtual machines are based on computer architectures and provide the functionality of a physical computer.

VM

See Virtual Machine

Virtual Network

A software-defined network that allows you to create isolated virtual networks within a cloud or virtualized environment. It provides network connectivity and segmentation between different resources and allows them to communicate securely with each other.

Virtual Server

Scalable instances with dedicated resource functionality.

W

Write Ahead Logs (WAL)

A technique used in database systems to ensure data durability and consistency. It is a sequential log of changes that is written before the corresponding data modifications are applied to the database. WAL provides a reliable and efficient mechanism for data recovery in the event of a system crash or failure.

WAL

See Write Ahead Logs.

The offer for the products of the IONOS is for commercial use only. Prices are net prices and do not include any applicable taxes or duties, including but not limited to sales or value-added taxes.

As an IONOS customer, you benefit from 24/7 phone and email technical support.

AI

AI Model Hub

Data Collections

Compute

Compute Engine

vCPU servers

Dedicated Core servers

*AMD Opteron is not available for new deployments

Cloud Savings Plans

The following hourly rates apply to resources covered by a 1 or 3-year Savings Plan.

Please note:

1. Savings Plans cover all Dedicated Core CPU types except AMD Opteron.

2. Subscription to the Cloud Savings Plans is done through the DCD, subject to the acceptance of the Purchase Conditions.

Microsoft licenses

Microsoft Windows Server (2016, 2019, 2022, 2025)

Microsoft SQL Server

The Microsoft SQL server license package includes the usage of 2 cores or 1 core pair. At least 2 license packages will be billed per server.

RedHat Enterprise Linux

IONOS Cloud Cubes

Available from October 1, 2024

Available until September 30, 2024

Microsoft licenses

Microsoft Windows Server (2016, 2019, 2022, 2025)

RedHat Enterprise Linux

Containers

Managed Kubernetes

New Managed Kubernetes Prices valid from April 1, 2025

**Dedicated Core for Managed Kubernetes **

Cloud Savings Plans

The following hourly rates apply to resources covered by a 1 or 3-year Savings Plan.

Please note: Subscription to the Cloud Savings Plans is done through the DCD, subject to the acceptance of the Purchase Conditions.

vCPU for Managed Kubernetes

Block Storage for Managed Kubernetes

Private Container Registry

Database as a Service

In-Memory DB

MariaDB

MongoDB

Playground Edition

Business Edition

Enterprise Edition

MongoDB Backup

PostgreSQL

Data Analytics

Event Streams for Apache Kafka

Network services

Data transfer

API Gateway

Please note: costs incurred for data transmission are not included, regular traffic charges apply.

Cloud DNS

Content Delivery Network

Managed Application Load Balancer

Please note: A minimum charge equivalent to one rule applies, even if none are configured.

Managed NAT Gateway

Managed Network Load Balancer

Please note: A minimum charge equivalent to one rule applies, even if none are configured.

VPN Gateway

Please note: price per provisioned Gateway. Costs incurred for data transmission are not included, regular traffic charges apply.

Observability

Logging Service

Monitoring Service

Storage & Backup

Backup Service

Please note: Backup storage on Object Storage requires the subscription of the Advanced Backup feature pack.

Block Storage

Free of charge Storage IOPS (Input/Output operations per second)

IONOS Object Storage

Please note: Object Query is only available for contract-owned buckets.

• 1 Gigabyte (GB) ​is equal to 1024 Megabytes (MB).

• Storage is billed with one-hour granularity.

Please note: Data transmission costs are not included and will be added according to the current pricing.

Network File Storage

Please note: the minimum provisioning size is 2 TB, up to a maximum of 42 TB.

v2025-10-14, prices valid from October 14, 2025

IONOS Cloud Inc., 200 Continental Drive Suite 401, Newark, DE 19713

The offer for IONOS products is for commercial use only. Prices are net prices and do not include any applicable taxes or duties, including but not limited to sales or value-added taxes.

As an IONOS customer, you benefit from 24/7 phone and email technical support.

AI

AI Model Hub

Data Collections

Compute

Compute Engine

vCPU servers

Dedicated Core servers

*AMD Opteron is not available for new deployments

Cloud Savings Plans

The following hourly rates apply to resources covered by a 1 or 3-year Savings Plan.

Please note:

1. Savings Plans cover all Dedicated Core CPU types except AMD Opteron.

2. Subscription to the Cloud Savings Plans is done through the DCD, subject to the acceptance of the Purchase Conditions.

Microsoft licences

Microsoft Windows Server (2016, 2019, 2022, 2025)

Microsoft SQL Server

The Microsoft SQL server licence package includes the usage of 2 cores or 1 core pair. At least 2 licence packages will be billed per server.

RedHat Enterprise Linux

IONOS Cloud Cubes

Available from 1 October 2024

Available until 30 September 2024

Microsoft licences

Microsoft Windows Server (2016, 2019, 2022, 2025)

RedHat Enterprise Linux

Containers

Managed Kubernetes

New Managed Kubernetes Prices valid from April 1, 2025

**Dedicated Core for Managed Kubernetes **

Cloud Savings Plans

The following hourly rates apply to resources covered by a 1 or 3-year Savings Plan.

Please note: Subscription to the Cloud Savings Plans is done through the DCD, subject to the acceptance of the Purchase Conditions.

vCPU for Managed Kubernetes

Block Storage for Managed Kubernetes

Private Container Registry

Database as a Service

In-Memory DB

MariaDB

MongoDB

Playground Edition

Business Edition

Enterprise Edition

MongoDB Backup

PostgreSQL

Data Analytics

Event Streams for Apache Kafka

Network services

Data transfer

API Gateway

Please note: costs incurred for data transmission are not included, regular traffic charges apply.

Cloud DNS

Content Delivery Network

Managed Application Load Balancer

Please note: A minimum charge equivalent to one rule applies, even if none are configured.

Managed NAT Gateway

Managed Network Load Balancer

Please note: A minimum charge equivalent to one rule applies, even if none are configured.

VPN Gateway

Please note: price per provisioned Gateway. Costs incurred for data transmission are not included, regular traffic charges apply.

Observability

Logging Service