Service Level Agreements

Our Basic Service Level Agreement (SLA) – which is actually anything but basic – is free with all our Dedicated Servers, Bare Metal Servers and Private Cloud. But our range of extended SLAs give you extra peace of mind for your most business critical operations.

 BASICBRONZESILVERGOLDPLATINUM
Free phone support 24/724/724/724/7 24/7
Response time24 hrs4 hrs2 hrs1 hr 30 min
Hardware replacement
24 hrs 4 hrs 3 hrs 2 hrs 2 hrs 
Customer PortalIncluded Included Included Included Included 
Advanced support hourly rate€99 / $129 €89 / $119 €79 / $99€69 / $89 €59 / $79 
Advanced support included
Advanced support: Still more besides ‘Advanced support’ includes many tasks not included in our free service and guarantees the ultimate performance levels. It gives you around-the-clock technical expertise and management experience in areas such as:
  • Server maintenance and troubleshooting
  • Software configuration
  • Performance tuning

**Support minutes are per month and do not transfer to the next month
30 min 60 min 90 min 120 min 
Price/month for Dedicated/Bare MetalIncluded with all Dedicated and Bare Metal €29 / $39€49 / $59 €79 / $99 €119 / $129 
Price/month per 5 VCPU'sIncluded with all Private Clouds€35€50€75€100

Basic SLA with Dedicated and Bare Metal: What do you get?

Our far from basic ‘Basic SLA’ comes with all our dedicated and bare metal servers at no extra charge. It gives you the reassurance that your data will stay connected by making all these services available day and night (including weekends and holidays):

  • 24/7 support by highly trained and certified engineers
  • Hardware checks including memory, processor and hard drives
  • Replacement of broken hardware
  • Return of hardware to its originally provisioned setup including OS
  • Root password reset and boot loader repair
  • Correction of network stack issues to restore connectivity

 

Basic SLA with Private Cloud: What do you get?

Our far from basic ‘Basic SLA’ comes with all our private Cloud instances at no extra charge. It gives you the reassurance that your data will stay connected by making all these services available day and night (including weekends and holidays):

  • 24/7 support by highly trained and certified engineers
  • Capacity and hardware management of the Cloud platform
  • Pro-active monitoring of the Cloud platform
  • Regular updates on your management panel, including free feature updates
  • Root password reset and boot loader repair
  • Correction of network stack issues to restore connectivity

 

Extended SLAs: What more do you get?

The Basic SLA gives you a high level of service right across your IT infrastructure and it’s more than enough for most customer needs. But, for greater peace of mind we also offer Extended SLAs.

 

These give you even faster response times, priority access to our certified engineers and reduced hourly rates for ‘advanced support’. This is particularly valuable if you’re looking for the highest level of performance and uptime for your most critical applications and websites.

Go ahead. Ask us anything.

If you've got questions, we've got the experts who can help. Ask now.

Start Chat