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.

Netherlands
Germany
USA
Singapore
United Kingdom
Hong Kong
Australia
Japan
 BASICBRONZESILVERGOLDPLATINUM
Free phone support24/724/724/724/724/7
Response time12 hrs4 hrs2 hrs1 hr30 min
Hardware replacement time24 hrs4 hrs3 hrs2 hrs2 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 VPSIncluded in service€31€53€85.30€129
Price per month, per 5 vCPU's for Private CloudIncluded in service€37.50€54€81€108
 BASICBRONZESILVERGOLDPLATINUM
Free phone support24/724/724/724/724/7
Response time12 hrs4 hrs2 hrs1 hr30 min
Hardware replacement time24 hrs4 hrs3 hrs2 hrs2 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 VPSIncluded in service€31€53€85.30€129
Price per month, per 5 vCPU's for Private CloudIncluded in service€37.50€54€81€108
 BASICBRONZESILVERGOLDPLATINUM
Free phone support24/724/724/724/724/7
Response time12 hrs4 hrs2 hrs1 hr30 min
Hardware replacement time24 hrs4 hrs3 hrs2 hrs2 hrs
Customer Portal
Advanced support included *30 min 60 min 90 min 120 min 
Advanced support hourly rate$129 $119 $109$99$89 
Price per month for Dedicated Servers and VPSIncluded in service$41$62$104$156
Price per month, per 5 vCPU's for Private CloudIncluded in service$44$63$94.50$126
 BASICBRONZESILVERGOLDPLATINUM
Free phone support24/724/724/724/724/7
Response time12 hrs4 hrs2 hrs1 hr30 min
Hardware replacement time24 hrs4 hrs3 hrs2 hrs2 hrs
Customer Portal
Advanced support included *30 min 60 min 90 min 120 min 
Advanced support hourly rateS$169.00S$159.00S$149.00S$139.00S$129.00
Price per month for Dedicated Servers and VPSS$0.00S$55S$89S$145.80S$214
Price per month, per 5 vCPU's for Private CloudS$0.00S$89S$187.60S$287S$384
 BASICBRONZESILVERGOLDPLATINUM
Free phone support24/724/724/724/724/7
Response time12 hrs4 hrs2 hrs1 hr30 min
Hardware replacement time24 hrs4 hrs3 hrs2 hrs2 hrs
Customer Portal
Advanced support included *30 min 60 min 90 min 120 min 
Advanced support hourly rate£83 £75 £66 £58 £50 
Price per month for Dedicated Servers and VPSIncluded in service£29£45£73.10£110
Price per month, per 5 vCPU's for Private CloudIncluded in service£32.50£46£69.50£92.50
 BASICBRONZE
Free phone support24/724/7
Response time12 hrs4 hrs
Hardware replacement time24 hrs4 hrs
Customer Portal
Advanced support included *30 min 
Advanced support hourly rateHK$929HK$829
Price per month for Dedicated
Servers and VPS
HK$0.00HK$284
Price per month, per 5 vCPU's
for Private Cloud
NANA
 BASICBRONZE
Free phone support24/724/7
Response time12 hrs4 hrs
Hardware replacement time24 hrs4 hrs
Customer Portal
Advanced support included *30 min 
Advanced support hourly rateAU$159AU$147
Price per month for Dedicated
Servers and VPS
AU$0.00AU$49
Price per month, per 5 vCPU's
for Private Cloud
NANA
 BASICBRONZE
Free phone support24/724/7
Response time12 hrs4 hrs
Hardware replacement time24 hrs4 hrs
Customer Portal
Advanced support included *30 min 
Advanced support hourly rateJPY12.907JPY11.604
Price per month for Dedicated
Servers and VPS
JPY0JPY3.780
Price per month, per 5 vCPU's
for Private Cloud
NANA

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.

Support