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.

  • Assistance 24 h/24 et 7 j/7 réalisée par des techniciens agréés et hautement qualifiés
  • Hardware checks, including memory, processor, & HDDs
  • Remplacement du matériel cassé
  • Return of hardware to its original provisioned setup, including OS
  • Réinitialisation du mot de passe racine et réparation du chargeur de démarrage
  • Correction des problèmes de pile réseau afin de restaurer la connectivité

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.

Pays-Bas
Allemagne
États-Unis
Asie-Pacifique
Royaume-Uni
 BASICBRONZESILVERGOLDPLATINUM
Assistance téléphonique gratuite24 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/7
Temps de réponse12 heures4 heures2 heures1 heure30 min
Portail clients
Assistance avancée incluse30 min 60 min 90 min 120 min 
Tarif horaire de l'assistance avancée9989796959
Price per month for Dedicated Servers and VPSIncluded in service294979119
Price per month, per 5 vCPU's for Private CloudIncluded in service355075100
 BASICBRONZESILVERGOLDPLATINUM
Assistance téléphonique gratuite24 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/7
Temps de réponse12 heures4 heures2 heures1 heure30 min
Portail clients
Assistance avancée incluse30 min 60 min 90 min 120 min 
Tarif horaire de l'assistance avancée9989796959
Price per month for Dedicated Servers and VPSIncluded in service294979119
Price per month, per 5 vCPU's for Private CloudIncluded in service355075100
 BASICBRONZESILVERGOLDPLATINUM
Assistance téléphonique gratuite24 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/7
Temps de réponse12 heures4 heures2 heures1 heure30 min
Portail clients
Assistance avancée incluse30 min 60 min 90 min 120 min 
Tarif horaire de l'assistance avancée129 $ 119 $ 109 $99 $89 $ 
Price per month for Dedicated Servers and VPSIncluded in service39 $59 $ 99 $ 129 $ 
Price per month, per 5 vCPU's for Private CloudIncluded in service45 $62,50 $95,00 $125,00 $
 BASICBRONZESILVERGOLDPLATINUM
Assistance téléphonique gratuite24 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/7
Temps de réponse12 heures4 heures2 heures1 heure30 min
Portail clients
Assistance avancée incluse30 min 60 min 90 min 120 min 
Tarif horaire de l'assistance avancéeS$169 S$159S$149S$139,00S$129,00
Price per month for Dedicated Servers and VPSIncluded in serviceS$49S$79 S$129 S$189 
Price per month, per 5 vCPU's for Private CloudIncluded in serviceS$78,75S$166,25S$253,75S$341,25
 BASICBRONZESILVERGOLDPLATINUM
Assistance téléphonique gratuite24 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/724 h/24 et 7 j/7
Temps de réponse12 heures4 heures2 heures1 heure30 min
Portail clients
Assistance avancée incluse30 min 60 min 90 min 120 min 
Tarif horaire de l'assistance avancée£83 £75 £66 £58 £50 
Price per month for Dedicated Servers and VPSIncluded in service£24 £41 £66 £100 
Price per month, per 5 vCPU's for Private CloudIncluded in service£29£42£63£84

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.

Assistance