Free support with our “Best Effort Guarantee"
At Leaseweb we value every customer and take care of all requests. General inquiries and all support services up to your root access (i.e. reboot server, reinstall server, update bootloader, network configurations, password resets, hardware replacements) and within our business hours are free of charge. We promise our best efforts in responding to your requests and solving your support issues – for guaranteed response times please refer to the SLA section. I
f you require immediate emergency assistance with your server or support beyond your root access and/or outside business hours, we charge the following rates:
- between 8:30 AM and 5:30 PM CET: 99 EUR / hour, measured on a 15 minute basis
- on weekend, holidays or outside these hours: 149 EUR / hour
Service Level Agreements
If assistance around the clock and immediate response times are critical for your business, we provide care-free insurance policies against hardware and OS problems with your server: our Service Level Agreements (“SLAs”).
Additionally to what is described above our SLAs also includes patching, monitoring, escalation paths and guaranteed response times. We designed four different guarantee levels for you, so you can choose yourself - according to your own specific business needs - how fast you want our support to tackle your problem. Is the next business day good enough or do you need a solution within the hour? Please refer to the section below for details and pricing.
Patching
Wij ondersteunen diverse software. Elk pakket of distributie dat wij meeleveren wordt intern onderhouden door ons QA-team. Zij zien er op toe dat de laatste beveiligings updates worden getest, en indien uw SLA dit toestaat, worden geinstalleerd.
Monitoring
We monitor your equipment and its connectivity 24/7/365 every five minutes by sending an ICMP request. When the server is not responding for fiveteen minutes our engineering team will be actively alerted and will investigate the cause of malfunction. Upon requiest we can be also monitor specific services by actively probing the service for a valid response. Contact our sales department for more information and availability.
Guaranteed Support Response Times (GSRT)
Our SLAs warrant support response times (“Guaranteed Support Response Times” - GSRT) and the availability of the support teams: your problem will be solved within the hours specified and you will be notified accordingly. Should the case be too complex for a quick solution, we will precisely outline this in an email.
Prices:
| SLA |
GSRT Support availability |
Monthly Fee |
| Bronze |
next business day 8 AM - 8 PM CET (business days) |
€ 112,50 |
| Silver |
4 hours 8 AM - 8 PM CET (business days) |
€ 157,50 |
| Gold |
4 hours any time (24/7/365) |
€ 225,00 |
| Platinum |
1 hour any time (24/7/365) |
€ 360,00 |
