Frequently Asked Questions
Here you will find answers to the most important questions about our services, support offerings, and technical details.
General
What is the Fair Use Principle at ayedo?
At ayedo, we always strive to provide you with a meaningful and high-quality service. This includes helpful, comprehensive, and easily accessible personal support that goes beyond what is contractually agreed. We firmly believe that collaborative cooperation is more effective than rigid adherence to framework conditions. Our Fair Use Principle is a voluntary courtesy under the Terms section 2.2. There is no legal entitlement to it. If the courtesy is exploited unilaterally, we reserve the right to reduce or discontinue it at our discretion and to provide our services only within the agreed framework.
Our Fair Use Principle covers all service and support activities that require the direct and personal involvement of our platform and support teams. Whenever possible, we try to meet your requirements within the agreed service and support fees without incurring additional costs. Please understand that this is not always possible.
Who takes care of outages or disruptions?
In case of outages or disruptions, ayedo is always your first point of contact. We triage the incident and involve you as a customer if necessary.
What if it happens at 3 AM?
Don’t worry, our monitoring alerts us around the clock about outages – even in the middle of the night. This allows us to react quickly and fix problems.
What if ayedo misses something?
As a Priority Support customer, you can reach us 24/7 with guaranteed response times via our Enterprise Hotline in case of disruptions. This ensures that no concern goes unnoticed.
When doesn’t ayedo take care of things?
Generally, we always take care of your concerns. Exceptions are cases where disruptions were caused by deliberate customer actions. In such cases we still help; resolution effort is then billed at the applicable standard hourly rate — current terms: Support .
Are there additional costs for incident resolution?
Generally not, when the incident is in ayedo’s responsibility or falls under Fair Use (see below).
Billable by effort (standard hourly rate per Support ) are resolutions the customer is responsible for, in particular due to:
- deliberate or willful actions
- gross negligence in the customer domain (e.g. unpinned dependencies or untested downstream updates that cause production regressions)
Does it cost extra if ayedo answers the phone at night as part of Priority Support and fixes something?
No — night-time resolution of incidents in the ayedo or Fair Use scope is included in Priority Support. If the root cause is clearly customer-responsible (see above), effort-based billing applies.
So if I accidentally crash my database, does the resolution cost extra?
Unintentional operational mistakes (e.g. accidentally destroyed or destructively altered databases) usually fall under our Fair Use principle and are not charged extra — unless there is a pattern of repeated negligence or gross omission.
Recommended: coordinate risky changes (migrations, destructive DB operations) with us beforehand and, where possible, schedule them as a coordinated service interruption during official business hours so we can prepare. That remains Fair Use and is clearly distinct from billable customer-caused incidents.
Are changes to the configuration of provided Managed Services chargeable?
No, generally not. Many of our Managed Services are configurable by you in the Control Panel. Customer-specific adjustments that are not configurable in the Control Panel are also possible. If development costs arise for this, they will be charged based on effort. Our Fair Use Principle also applies here: If an adjustment is sensible for all customers and can be implemented with reasonable effort, we cover the development costs ourselves.
Locations and Data Centers
Where are ayedo’s data centers located?
Contractual standard locations are listed in the Service Annex . Operationally we use, among others:
- Hetzner FSN: Am Datacenter-Park 1, 08223 Falkenstein/Vogtland, Germany
- Hetzner NBG: Sigmundstraße 135, 90431 Nuremberg, Germany
- Hetzner HEL: Huurrekuja 10, 04360 Tuusula, Finland
- Net-Build SAAR1: Konrad-Zuse-Straße 1, 66793 Saarwellingen, Germany
Datacenter Architecture
What hardware and architecture does ayedo use?
We rely on a sustainable datacenter architecture based on refurbished enterprise hardware and value Green IT. Through our multi-POP strategy (Point of Presence), as opposed to the traditional availability zone strategy, we ensure high availability and fault tolerance in the greater European area.
Storage Architecture
What storage solutions does ayedo offer?
Where possible, we use cloud provider storage. Additionally, we rely on on-host block storage to provide flexible and high-performance storage solutions.
Cluster Architecture
What technologies does ayedo use in its cluster architecture?
We use Kubernetes version 1.30 and above and rely on the scale-out principle – horizontal instead of vertical scaling. Our production clusters consist of at least three control plane nodes (or managed control planes) and at least four workers to enable reliable rolling updates with three or more replicas of workloads. An average cluster has 32 cores, 128 GB RAM, and a 1G network.
Alternative cluster architectures are possible but are individually planned and priced.
Does ayedo support single-node Kubernetes clusters?
Yes, but without the option for an extended SLA or Priority Support.
Does ayedo offer GPU or LLM hosting?
No — not as a standard product of the Software Delivery Platform. GPU-/LLM-capable nodes or runpod-like self-service offerings are currently not in the public catalog and not available as self-service.
Individual evaluation and provisioning are possible on request (architecture, availability, pricing by agreement). Until a product release, there are no public GPU SKU prices.
Multi-Tenancy
How does ayedo separate different workloads?
We ensure both physical and virtual separation of workloads to optimize security and performance.
Your workloads run exclusively on infrastructure provisioned for you, completely isolated from other customers’ workloads.
Network Architecture
What network technologies are used?
Within the cluster, we use Cilium for network communication. For communication and encryption of traffic between nodes, we use WireGuard.
Hardware Architecture
What does ayedo’s Three-Vendor Concept mean?
We work with three different enterprise hardware vendors. This increases reliability and minimizes dependencies. For Kubernetes upgrades, we follow the “Replace” instead of “Upgrade” strategy to minimize downtime and respond more flexibly to security vulnerabilities across entire hardware series.
The same principle applies to cloud providers – we offer more than 3 independent cloud providers to which we can migrate your workloads.
Security Measures
How does ayedo protect against malware and viruses?
We rely on comprehensive system hardening and current security standards. This includes unprivileged user accounts, non-standard SSH ports, SSH key-only authentication, disabling root access via SSH, strict firewall rules, security default settings via sysctl, and continuous security monitoring of networks and machines.
We generally do not use traditional virus scanners on our nodes. The reason is the nature of the workloads we operate. Since all our workloads are fully sandboxed, the costly operation of virus scanners is unnecessary.
However, if it is essential for your compliance to involve dedicated virus and malware scanners, this is of course possible without any problems. We must, however, charge for this service based on effort.
Supported Operating Systems for Kubernetes
Which operating systems are supported for Kubernetes clusters?
We support the following operating systems:
- Ubuntu LTS
- Debian LTS
- Flatcar LTS
Integration of additional operating systems is available based on effort.
Supported Tools for GitOps and CI/CD
Which external developer tools can I use with ayedo?
We support:
- GitHub / GitHub Actions (also On-Premise)
- GitLab / GitLab CI (also On-Premise)
- Azure DevOps (also On-Premise)
Integration of additional tools is available based on effort.
Backup & Restore
How is responsibility for backups regulated?
For booked managed services the managed-backup standard in the Service Annex applies. The Terms limit the customer’s own backup duty to data and systems not covered by that standard. Content consistency of data produced by the customer system remains with the customer.
Does ayedo offer Managed Backups?
Yes. Every booked managed service is covered by the managed-backup standard unless the offer or contract states otherwise. A complete waiver of backups is not permitted for managed services. Schedule, retention, included quota and charges are defined only in the Service Annex . The Backups product page describes the technical operation.
What storage backends does ayedo support for backups?
As archive storage backend, ayedo exclusively supports S3-compatible APIs.
Can I use my own backup backend?
Yes, a customer-owned S3-compatible backend can be agreed as an individual deviation. ayedo then configures and monitors backup execution. The customer remains responsible for availability, capacity, credentials and fitness of that backend. Details: Service Annex section 6.
What backup strategies does ayedo support?
The binding backup scope per component is in the Service Annex . Deviating frequencies and retention periods become effective only after confirmation by ayedo.
How are backups protected?
All backups are stored encrypted with modern algorithms.
How long does ayedo retain Managed Backups?
Standard schedule and retention per component (Kubernetes, Docker servers, CloudNativePG/PostgreSQL, MongoDB) are in the Service Annex . Deviations can be requested via support@ayedo.de and apply only after confirmation.
What types of backups does ayedo offer?
Backup scope, restore types and the handling of managed databases including partial restore and point-in-time recovery follow the Service Annex . For systems outside a correspondingly supported managed database service, partial restore and PITR are not owed unless expressly agreed.
Backups of data clusters/shards: some applications (e.g. PostgreSQL, MongoDB) support clustering or sharding. For data clusters, a backup is taken from one cluster member (usually a replica). For shards, a backup is taken from each logically connected shard. Restores of cluster or shard backups create a new cluster from the backup.
Who is responsible for restoring backups?
ayedo is responsible for the technical restore of backups covered by the managed-backup standard. The customer requests a restore via an allowed service channel and then checks the application and restored data. Content consistency of data produced by the customer system is not part of the managed-backup service (Terms §18.2.8, Service Annex ).
With an agreed customer-owned backend, the customer owns the backend; ayedo configures and monitors backup execution.
Key metrics (RPO / RTO / MTTR)
Binding RPO/RTO values are agreed in the contract or via the booked backup cadence. Orientation: RPO is typically on the order of one backup cycle. RTO and MTTR depend on cluster size and data volume. Technical targets in platform docs are operational goals, not contractual guarantees. Binding defaults: Service Annex .
Responsibility for Outages and Disruptions
Who is responsible for outages?
For outages of Managed Services, ayedo is generally responsible for restoration. An outage or disruption is a measurable unavailability of the service by ayedo of more than 5 minutes. These downtimes are considered within the scope of the booked SLA.
Monitoring
How does ayedo monitor its systems?
We use a combination of:
- CheckMK
- In-Cluster VictoriaMetrics Stack
- ayedo Cloud VictoriaMetrics Stack (central collection point)
- 3rd-Party Vendor Monitoring
- Endpoint Monitoring
This ensures that all systems are monitored around the clock.
System Updates & Upgrades
How are updates handled?
You are entitled to regular updates of the booked Managed Services. These efforts are covered by the service fee. You can trigger updates independently in the Control Panel or commission us via our official communication channels. Please note that updates may lead to outages or reduced service quality that do not count toward your SLA.
Maintenance Windows
When does ayedo perform maintenance?
Maintenance windows, notice period, urgent maintenance and the standard time for software updates are in the Service Annex . Other maintenance windows must be requested by the customer and agreed with ayedo. Backup time windows can be communicated to ayedo as needed.
Support and Business Hours
When is support available?
Support hours, allowed channels and guaranteed response times follow the booked support class in the Service Annex . If the offer does not specify a class, Basic applies. Support hours are not identical to maintenance windows. Package prices: Support .
Fees
What costs are incurred?
- Managed Kubernetes / node SKUs: Cost Calculator — worker and control-plane capacity by CPU/RAM/region; calculate concrete SKUs and monthly cost there
- Managed Apps: App Catalog / product pages
- Consulting & Support (packages, response times, hourly rate): Support
- GPU / LLM: no standard SKU — see GPU or LLM hosting
Service Level Agreement (SLA)
What availability does ayedo guarantee?
Availability commitments apply to all support classes and depend on whether the booked system is redundant or not. Figures, measurement and exclusions are in the Service Annex . Refund rules: Terms §18.6.
What does ayedo’s SLA include?
Terms section 18 define terms, measurement and refunds. Operational figures (channels, response times, availability, maintenance, backups) are in the Service Annex . Package overview and prices: Support .
Are there guaranteed response times?
Yes, depending on the booked support class. Binding values and the conditions for when response time starts (including chat mentions) are in the Service Annex . Basic Support has no guaranteed response time unless otherwise agreed.
What happens if ayedo does not meet the SLA?
Refund rules for exceeded response times or missed availability: Terms §18.6.
Priority Support
What does ayedo’s Priority Support offer?
Priority Support is the support class with around-the-clock reachability, a phone incident hotline and an agreed customer chat. Channels, response times and the distinction from Basic/Premium are in the Service Annex . Prices and included clusters: Support .
What does Priority Support cost?
Current prices and included quotas: Support .
DDoS Protection
Does ayedo offer protection against DDoS attacks?
Yes, DDoS protection is included at no extra charge in all our data centers. We rely on a combination of various security measures to protect our users’ data. This includes encryption of data at rest and in transit (SSL/TLS), firewalls to protect against unauthorized access, and DDoS protection measures to ensure system availability.
Certifications & Memberships
What certifications does ayedo have?
Our current certifications can be found on our Public Relations page .
- Company:
- ISO 27001
- ISO 9001
- Data Centers:
- Our data centers are certified according to international standards. We are happy to provide details upon request.
- Other
- RIPE NCC Accredited
Contract Duration
How long is my contract with ayedo?
By default, our products have a minimum contract duration of 12 months. Notice periods, Data Act switching and other terms follow the Terms .
Contacts
How can I reach ayedo?
- Billing: billing@ayedo.de
- Support: support@ayedo.de
- Security: security@ayedo.de
Communication Channels
What communication channels does ayedo offer?
Allowed service channels per support class are in the Service Annex . Basic uses the ticket system and email. Premium adds the ayedo chat. Priority adds an agreed customer chat and the phone incident hotline.
How does chat communication work?
ayedo runs a dedicated, self-hosted customer chat. You sign in with your Customer Portal account and talk to our platform team in a dedicated customer channel.
We do not provide contractual support via customer-owned chat systems (e.g. the customer’s Microsoft Teams, Slack, or Stackfield) unless expressly agreed.
Response time in chat starts only if the message in the agreed support channel includes a group mention such as @all, @here or an equivalent notification. Direct messages to individual staff are not a service channel and do not trigger a guaranteed response time. Details: Service Annex
.
How are customers informed in case of emergency or outages?
We proactively inform you via your preferred communication channels. Details can be individually agreed upon.
Data Protection and GDPR
Does ayedo offer a Data Processing Agreement (DPA)?
Yes, we provide a DPA to meet GDPR requirements.
NDA and Security Checks
Are your employees security cleared?
Some of our employees have undergone security clearances (e.g., SÜ2). This ensures that sensitive information is in trustworthy hands.
Does ayedo offer an NDA?
Yes, in addition to the NDA anchored in the Terms and Conditions, we are happy to provide you with a more comprehensive, individual NDA.
Zero Trust
Does ayedo use the Zero Trust model?
Yes, security is our top priority. The Zero Trust model is an integral part of our security strategy.
Number of Employees
How big is the ayedo team?
We are a dedicated team of experienced experts. The exact number of our employees varies and is constantly growing to meet our customers’ requirements. Currently, more than 10 great colleagues work with us.
Available Languages for Service
In what languages does ayedo offer its service?
We offer our service in German and English.
Key Account Management
Does ayedo offer Key Account Management?
Yes, we offer personal Key Account Management for our customers to ensure individual support and optimized solutions.
Hidden Costs
Are there hidden costs at ayedo?
No, transparency is important to us. All costs are clearly communicated. Additional costs only arise in special cases, for example, when faulty configurations by the customer lead to increased support effort.
For more information, please feel free to contact us at any time via our contact form or via our Discord channel !