On this page, you will find the general terms and conditions of use for the “Virtual Server Hosting” service.

1 Scope and purpose

(1) These Terms of Use govern the supply and use of the ”Virtual Server Hosting” service (hereinafter referred to as the ”Service”) by the IT Center of RWTH Aachen University (hereinafter referred to as the ”IT Center”).

(2) The service offers organizations at RWTH Aachen University (e.g., faculties, departments, central institutions) the possibility to rent servers in the form of virtual machines (VMs) instead of purchasing and operating their own physical server hardware.

(3) The Terms of Use supplement the general IT and usage regulations of RWTH Aachen University and, where applicable, existing operating and service agreements of the IT Center. In case of doubt, these overriding regulations shall take precedence.

2 Terms

The following terms apply to these Terms of Use:

1. IT Center: The IT Center of RWTH Aachen University as the operator of the service.
2. Tenant: The RWTH organization (e.g., institute, chair) that orders and uses one or more VMs via the service.
3. Virtual machine (VM): A virtual server instance provided by the IT Center with defined CPU, RAM, and memory specifications.
4. Virtual hard disk (vHDD): The virtual hard disk assigned to the VM.
5. Service transfer point: The last router in the RWTH Aachen University network managed by the IT Center.
6. Technical contact persons: Natural persons designated by the ordering organization who assume technical responsibility for the use of the VMs.

3 Service description

(1) The IT Center provides the tenant with virtual machines (VMs). The VMs are operated on the IT Center's central virtualization infrastructure.

(2) The IT Center handles the following in particular:

• Setting up the VMs in accordance with the order
• Maintaining and operating the underlying virtualization platform and hardware
• Ensuring the availability of virtual hardware resources up to the service transfer point

(3) The tenant is given the option of controlling the VMs via user interfaces provided by the IT Center, in particular:

• Power On / Power Off
• Reset
• Use of own installation media (e.g. ISO images)

These interfaces can be used from any location within the IP networks of RWTH Aachen University, provided that the network connection allows this.

(4) The IT Center also provides a total of 10% of the total storage capacity of all vHDDs per VM for a snapshot function available via the user interfaces for short-term backup of the status of VMs. Snapshots are intended exclusively for short-term backup, e.g., before configuration changes, and are not a substitute for backup.

(5) The operating system of the VMs is installed and operated by the tenant. The operating system can be selected in consultation with the IT Center, provided it is compatible with the platform.

(6) The tenant has full access to the operating system and is

• solely responsible for all software installed on the VM (including the operating system),
• for the configuration and operation of the services on the VM,
• for backing up all data stored on the vHDDs.

4 Authorized users

(1) The following are generally authorized to use the system:

• RWTH Aachen University organizations (faculties, institutes, chairs, central organizations),
• other authorized organizational units in accordance with the applicable RWTH regulations.

(2) The allocation and use of the VMs is carried out on behalf of the respective organization; subletting or commercial transfer of the resources to third parties is prohibited without the explicit consent of the IT Center.

5 Requirements for use

(1) Ordering  
The service can only be ordered via the ordering channels provided by the IT Center (e.g., online ordering system).

(2) Designation of technical contact persons

When placing an order, the orderer must designate at least two technical contact persons for their institution. These persons are responsible in particular for:

• the technical configuration of the VMs,
• communication with the IT Center in the event of malfunctions or changes,
• ensuring compliance with these terms of use.

The IT Center must be notified immediately of any changes to the contact persons.

(3) Acceptance of the operating agreements

The customer must accept the currently valid operating agreement or service description for the service when placing the order. Changes shall take effect in accordance with Section 16.

(4) Quality of network connection

The quality of the IP connection of all devices used when using the service must be adequate. Inadequate network connection on the part of the tenant or outside the IT Center's area of responsibility may limit usability and does not justify any claims for reduction or compensation against the IT Center.

6 Responsibilities

6.1 Responsibilities of the IT Center

The IT Center is specifically responsible for:

1. Operation and maintenance of the virtualization platform and the underlying hardware
2. Provision and operation of user interfaces for controlling the VMs
3. Ensuring the agreed availability in accordance with Section 9 up to the service transfer point
4. Announcement and performance of maintenance work in accordance with Section 8
5. Technical support within the support hours defined in Section 10

Data backup at the VM level (contents of the vHDDs) is not included in the scope of services.

6.2 Responsibilities of the tenant

The tenant is responsible in particular for:

1. Installation, configuration, and maintenance of the operating system and all applications installed on the VM.
2. Compliance with all license terms for the software used (including the operating system).
3. Implementation and operation of a data backup concept for all data on the vHDDs.
4. Security and hardening of the operating system and services (e.g., patch management, firewall configuration, user and rights management).
5. Compliance with all relevant legal requirements, in particular data protection law, copyright law, and IT security guidelines and terms of use of RWTH Aachen University.
6. Ensuring that the VM is used exclusively for permissible purposes (see Section 7).

7 Permitted use and prohibitions

(1) The VMs may only be used for tasks related to research, teaching, study, and administration, as well as other purposes approved by RWTH Aachen University.

(2) The following are expressly prohibited:

1. Use for illegal purposes, e.g.:
   1. Violation of criminal laws
   2. Infringement of copyrights, trademarks, or personal rights
2. Operation of services that violate RWTH Aachen University guidelines or applicable IT usage regulations
3. Misuse, e.g.:
   1. Attempts to gain unauthorized access to IT systems (hacking)
   2. Participation in botnets, DDoS attacks, or similar activities
4. Storage or processing of data subject to special protection requirements without prior consultation with the responsible authorities (e.g., data protection officer, information security officer)

(3) The IT Center is authorized to take appropriate measures in accordance with the applicable regulations in the event of concrete suspicion of abusive or illegal use, e.g.:

• Blocking of VMs or access
• Restriction of services
• Notification of the responsible authorities at RWTH

8 Maintenance and changes to operations

(1) Regular maintenance windows are not fixed. Maintenance work is carried out as required and announced at least 120 hours (5 days) in advance, unless it involves urgent measures that cannot be postponed (e.g., security incidents, acute malfunctions).

(2) Announced, performed, and, if necessary, extended maintenance does not reduce availability for the specified period; downtime during announced maintenance is not included in the availability calculation.

(3) The IT Center is entitled to further develop or adapt the service technically insofar as this is necessary for secure and economical operation. Any changes that are relevant to the tenant will be announced in a timely manner.

9 Availability

(1) Operating hours
The service is generally available 24 hours a day, 7 days a week.

(2) Agreed availability
The agreed availability is 99.5% per month up to the service delivery point.

(3) Service transfer point
The service transfer point is defined as the last router in the RWTH Aachen University network that is maintained by the IT Center. Malfunctions outside this transfer point (e.g., in the institution's network, in the DFN, on the Internet) are outside the IT Center's area of responsibility and are not taken into account in the availability calculation.

(4) Exceptions to the availability calculation
The following periods are not considered downtime within the meaning of the agreed availability:

1. Periods of announced maintenance in accordance with Section 8
2. Times of force majeure (e.g., widespread power outages, natural disasters)
3. Disruptions caused by improper configuration or use of the VM by the tenant
4. Disruptions caused by third parties or by errors in the software installed by the tenant

10 Support

(1) Support is provided by the IT Center's IT Service Desk during the following hours on IT Center working days:

• Monday to Thursday: 8 a.m. to 5 p.m.
• Friday: 8 a.m. to 4 p.m.

(2) Support includes in particular:

• Receiving fault reports and service requests
• Support with problems accessing VMs
• Assistance with using user interfaces for VM control

(3) The following are not included in the support:

• Configuration and administration of the VM operating system
• Setup and support of applications and services on the VM
• Individual programming, development, or consulting activities, unless separately agreed upon

11 Data backup and snapshots

(1) As part of the service, the IT Center provides a snapshot function for short-term backup of the VM status. An additional 10% of the total storage capacity of all vHDDs per VM is provided for this purpose.

(2) Snapshots are primarily used:

• for short-term protection against system changes
• to enable a quick return to a previous state

(3) Snapshots are not a backup in the sense of long-term and regular data backup. The tenant is obliged to implement their own backup concept and to implement it regularly.

(4) The IT Center accepts no liability for data loss on the VMs that is attributable to missing or insufficient backups by the tenant.

12 Data protection and IT security

(1) The tenant is responsible for processing personal data on the VMs in compliance with data protection regulations, in particular for:

• Legal basis for processing
• Compliance with deletion periods
• Conclusion of necessary agreements for order processing, if applicable

(2) The current data protection regulations and IT security guidelines of RWTH Aachen University apply. The tenant must comply with these and, if necessary, coordinate with the responsible authorities (e.g., data protection officer, information security officer).

(3) The tenant is obliged to implement appropriate technical and organizational measures (TOM) to secure the data processed on the VM (e.g., encryption, access restrictions, logging).

13 Liability

(1) The IT Center shall only be liable for intent and gross negligence within the scope of the statutory provisions. In cases of simple negligence, the IT Center shall only be liable for breaches of essential contractual obligations (cardinal obligations) and limited to typically foreseeable damage.

(2) Liability for lost profits, indirect damages, and consequential damages is excluded to the extent permitted by law.

(3) Liability for damages resulting from injury to life, limb, or health remains unaffected.

(4) The tenant indemnifies the IT Center against all third-party claims resulting from unlawful or non-contractual use of the VMs by the tenant or persons attributable to the tenant.

14 Payment and billing

(1) Use of the service is subject to a fee. The current prices listed on the website for ordering VMs or a URL replacing it apply.

(2) Changes to fees will be announced by the IT Center with sufficient notice. For existing leases, the changed fees will apply from the date specified in the change notice.

(3) Billing is carried out in accordance with the internal regulations of RWTH Aachen University (e.g., cost center charging). Details are specified in the respective service description or in supplementary agreements.

15 Running time, cancellation, and termination of use

(1) The term of provision of a VM is determined by the order and the applicable service agreements.

(2) The tenant may terminate use of the service in accordance with the notice periods specified in the service description or order.

(3) The IT Center is entitled to terminate the user agreement without notice for good cause, in particular in the event of:

• serious or repeated violations of these terms of use
• illegal use
• endangerment of the operation or security of the IT infrastructure

(4) After termination of use, the tenant is responsible for backing up all necessary data from the VMs in a timely manner. The IT Center is entitled to permanently delete VMs after a reasonable period of time.

16 Changes to these Terms of Use

(1) The IT Center reserves the right to amend these Terms of Use if necessary due to technical, organizational, or legal changes.

(2) Changes will be announced in an appropriate manner (e.g., website, email to technical contacts). They will take effect at the time specified in the change notice.

(3) If the tenant does not object to the amended terms of use within a reasonable period of time (e.g., 6 weeks) and continues to use the service, the amendments shall be deemed accepted. The right to object and the consequences of not objecting shall be specifically pointed out in the notice of amendment.

17 Final provisions

(1) Should individual provisions of these Terms of Use be or become invalid in whole or in part, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by a provision that comes as close as possible to the economic purpose of the invalid provision.

(2) The law of the state of North Rhine-Westphalia applies in conjunction with the relevant university regulations for RWTH Aachen University.

Valid as of: January 16, 2026