Every server has an availability target of 99.9% per calendar month. We back up every server daily and test a restore every quarter, so a failed disk costs you at most a day of changes, not your data. Critical security fixes go on within 72 hours of their release.
Your servers and their backups never leave Switzerland, and your contract is with a Swiss company under Swiss law.
We keep 30 days of backups on separate storage in Switzerland, and we write down every restore test. When an auditor asks when a backup last worked, you show them the date of the last restore.
Rows marked Default are our standard practice, and a service order can change them. A Commitment, such as keeping your servers and backups in Switzerland, stays fixed whatever the service order says.
Components of a Marbell Cloud environment
Location Servers and backups are in Switzerland. A service order cannot move them abroad. Commitment
Servers Operated by Marbell, with a 99.9% availability target per server per calendar month Default
Storage Encrypted at rest, with archiving included Default
Backups Daily backups of each server, kept for 30 days on separate storage. A restore is tested every quarter. Default
Patching Operating system security updates monthly. Critical fixes within 72 hours of release. Default
Monitoring Around the clock. An alarm opens an incident and starts the service-level clock. Default
Network Network services, run by Marbell up to the service transfer point GTC 4
Your agents can run on your servers or on ours, and the real difference is who looks after the servers afterwards. Either way, deploying takes your administrators 2 hours per system. On your own servers Gate is optional, because the agents already sit inside your network. On Marbell Cloud, the Gate Connector's outbound tunnel is how the agents reach your internal systems, so a Cloud deployment that touches them includes the Connector.
Your team keeps patching and backing up those servers. Because the agents sit on your internal network, they reach your systems without a tunnel.
The agents run on our servers in Switzerland. We patch them, back them up and run the network up to the service transfer point, and your team has no servers to look after.
Where your prompts are processed, and what a hosted model provider stores of them.
If prompts must never reach an outside service, we can run an open-weight model on Marbell Cloud itself. By default, hosted model calls run with zero data retention, so the provider stores no prompts or outputs. Either way, your security team receives an architecture diagram and a written data-flow description before development.
Default responsibilities for a Marbell Cloud environment, by phase
Marbell is responsibleYour team is responsible
Marbell 1 2 Your team
TaskSource
Install equipment and run the network up to the service transfer point Marbell is responsible GTC 4
Provide space and electricity where the transfer point is at your site Your team is responsible GTC 5
Keep account details in the portal correct. Marbell may suspend the service while they are in doubt. Your team is responsible GTC 5
Marbell 5 3 Your team
Marbell 4 4 Your team
TaskSource
Apply critical security fixes within 72 hours of release Marbell is responsible Your team is responsible Default
Monitor around the clock. An alarm opens an incident and starts the service-level clock. Marbell is responsible Default
Announce planned maintenance at least 5 business days ahead Marbell is responsible Default
Keep servers and backups in Switzerland Marbell is responsible Commitment
Answer for work done by Marbell's subcontractors Marbell is responsible GTC 4
Operation
The tasks in this phase that fall to your team.
Name the contacts in the portal who receive maintenance notices Your team is responsible Default
Confirm the switch before old servers are shut down after a migration Your team is responsible Default
Handle the cases the agent passes to a person Your team is responsible Default
Marbell 2 2 Your team
Marbell 1 3 Your team
TaskSource
Back up each server and test a restore every quarter Marbell is responsible Your team is responsible Default
Keep a copy of any data that must outlive the 30-day backup retention Your team is responsible Default
Time an outage from the earlier of the monitoring alarm or your ticket Marbell is responsible GTC 13
Open a ticket within 10 days to claim a service credit Your team is responsible GTC 13
Marbell 2 2 Your team
TaskSource
Give notice 60 days before the term ends, or it renews Your team is responsible GTC 11
Return Marbell equipment installed at your site Your team is responsible GTC 8
Return your data within 30 days of the end date Marbell is responsible Default
Delete the data and its backups, and confirm in writing Marbell is responsible Default
If we miss the 99.9% monthly target on a server, you get a service credit. You claim it by ticket within 10 days of the event, and once we've paid it, the credit settles any damages claim for that miss.
Support response times by severity
SeverityExampleFirst response
Critical incidentA server or the agent service is downWithin 4 business hours
Other requestsA degraded service or a change requestWithin 1 business day
Support hours are Monday to Friday, 08:00 to 18:00 Swiss time, in German and English, and you raise every request as a ticket in the customer portal.
The claim window, how an outage is timed, the monthly cap, and how maintenance is announced.
Source GTC 13
The Gate Connector sits in your network and dials out to us, so your firewall only has to allow that outbound tunnel. That's how an agent here can work with Checkmk, your SIEM or an internal API without an inbound rule.
Each agent has its own identity, so your staff credentials never enter the integration. Access through Gate uses short-lived certificates scoped to a resource, and the Connector checks the certificate of each session before it connects.
The Gate page explains which routes Gate does not see.
You contract with Marbell AG under Swiss law, with courts in Zurich. A signed service order takes precedence over the General Terms and Conditions (GTC), and that's where we agree a minimum term or different notice periods. If you leave, we return your data in standard formats within 30 days, then delete it and its backups and confirm that in writing.
The provider, governing law, courts, data location and confidentiality term, each with its source.
These are the GTC defaults. A service order can set different periods for a committed term.
Notice before the term ends Without this notice, the term renews automatically for a further period.GTC 11 60days
Notice of a price increase An increase lets you end the affected service by registered letter at the end of the month, whatever the minimum term.GTC 7 and 11 30days
Notice to end early You pay 75% of the unused remaining balance of the contracted service.GTC 11 10days
To pay an invoice Monthly invoices are payable within 10 days of their date. Late amounts bear interest at 5% per year.GTC 7 10days
Unused service credits lapse when the contract ends, so claim any that are open, and keep your own copy of any data you need beyond the 30-day backup retention.
We may bring in third parties to deliver the service, and we stay responsible for the contract when we do. If you ask us to use a specific subcontractor, though, their work becomes your responsibility.
Source GTC 4
We have to give you 30 days' written notice before a change takes effect, and it counts as accepted unless you object in writing within 15 days of the notice.
Orders and changes sent through the portal or by email count as written form, so an email is enough.
Source GTC 1 and 2
Besides late payment, the terms let us suspend the service or end the contract immediately for these reasons:
Source GTC 11
Equipment we installed at your site comes back to us. We return your data within 30 days and then delete it with its backups, which is our default unless your service order says otherwise.
Source GTC 8
Yes. We copy the data to Marbell Cloud first and leave your old servers untouched, so old and new run side by side until your team confirms the switch.
If you already host with us, you place orders and raise tickets in the cloud portal. We send maintenance notices to the contacts stored there at least 5 business days ahead, and your hosting invoice arrives through the portal each month.
When the pilot passes, it moves to production without a rebuild or a new contract.