As a Leaseweb customer, you can expect a high level of service across your IT infrastructure. While the Basic SLA satisfies most customer needs, we offer extended Service Level Agreements to customers who want greater peace of mind. An upgraded SLA provides greater assurances on response times, priority access to our certified engineers, and reduced hourly rates for advanced support.
Types of Support
Basic SLA
Our Basic Service Level Agreement (SLA) is free-of-charge with all our Dedicated Servers and Private Cloud at no additional charge.
- 24/7 support by highly trained and certified engineers
- Hardware checks, including memory, processor, & HDDs
- Replacement of broken hardware
- Return of hardware to its original provisioned setup, including OS
- Root password reset and boot loader repair
- Correction of network stack issues to restore connectivity
Extended SLA
Extended SLAs offer particular value for businesses demanding the highest level of performance, for greater peace of mind choose one the Extended SLAs best suited to your needs.
- Everything on basic SLA is included
- Faster response times
- Discounts on advance support
- Priority technical assistance for troubleshooting
Packages & Pricing
Service Level Agreements are available in several levels: Basic, Bronze, Silver, Gold, and Platinum. Please contact one of our sales representatives to discuss the level best suited to your needs and to ensure you have the services that are most advantageous for your organization.
| BASIC | BRONZE | SILVER | GOLD | PLATINUM | |
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time | 12 hrs | 4 hrs | 2 hrs | 1 hr | 30 min |
| Hardware replacement time | 24 hrs | 4 hrs | 3 hrs | 2 hrs | 2 hrs |
| Customer Portal |  | | | | |
| Advanced support included * | - | 30 min | 60 min | 90 min | 120 min |
| Advanced support hourly rate | €99 | €89 | €79 | €69 | €59 |
| Price per month for Dedicated Servers and VPS | Included in service | €31 | €53 | €85.30 | €129 |
| Price per month, per 5 vCPU's for Private Cloud | Included in service | €37.50 | €54 | €81 | €108 |
Advanced Support
Our support teams can provide around-the-clock technical expertise and management experience to deliver reliable and high-performance hosting solutions.
Advanced Support Services may include providing technical expertise, trouble shooting, consultancy services, setup and changes of configuration of Dedicated Network Equipment (switches, firewalls, loadbalancers), application servers and clusters (including web and database servers and clusters) and Cybersecurity Services, OS updates, performance tuning and DNS services, including logging of changes and reports.
*Support minutes are per month and do not transfer to the next month.
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