SERVICE LEVEL AGREEMENTS

LeaseWeb offers a range of available Service Level Agreements (SLA) for customers requiring additional priority technical support services.

A LeaseWeb SLA provides additional priority assurances, above our normal inclusive “Best Effort” guarantee. Selecting a SLA gives you access to our certified, experienced technicians at any time of the day or night, weekend or holiday, depending on the terms of your SLA, at a fixed monthly price, to meet all your server critical support requirements.

"Best Effort" SLA
All LeaseWeb servers are provisioned complete with our “Best Effort” SLA, at no additional charge for replacement of failed hardware, including parts and labor to return the provisioned hardware to its original installed setup. Service is provided based on your position in the support queue.

The “Best Effort” SLA provides LeaseWeb servers with OS support up to “root access.” This means LeaseWeb will reset the root password; reinstall the original OS, repair the bootloader, or correct network stack issues to restore connectivity, without additional charge. Any services beyond this basket of services is charged at a fixed rate per quarter hour, for the support time necessary to complete the requested task, based on the time of day (night, weekend, holiday are at higher cost).

Enhanced SLAs
If your business requires high priority assistance around the clock, nights, weekends, and holidays with maximum response times of 30 minutes, then a LeaseWeb monthly fee SLA will benefit you.  An enhanced SLA guarantees against hardware and OS issues,  and the highest priority for covered support services, subject to the terms of the SLA selected.

Tiered pricing of SLA, allows customers to select the exact combination of features and services to meet their server needs at affordable price points. LeaseWeb gives customers a wide range of choices to obtain additional priority support options, to guarantee technical support will always be there when you need it. A LeaseWeb SLA ensures a client’s mission critical needs are always promptly and completely met, with no additional or unexpected costs.

With our enhanced SLA, LeaseWeb monitors your equipment and its connectivity 24/7/365 with an ICMP ping at regular intervals, around the clock. You can also subscribe to this monitoring service and obtain regular SMS and/or emails, in the event of a server anomaly. If a server fails to respond, our round the clock engineering team will be promptly alerted and a technician dispatched to investigate the cause of malfunction.

We have designed four SLA levels for customers, so clients can choose the package, which best meets their requirements - how fast you want our support to prioritize your problem in our support queue - for a set additional monthly fee.

More information
For further information tell us your specific requirements and one of our knowledgeable sales representative will provide you with more information.