This service level agreement (SLA) describes the levels of service our customers can expect from us. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
24/7 support is a complementary service. Which means that it comes with every plan and covers preinstalled packages. If customers require support for packages not covered by our terms of service they can buy a package addon for extra support. Before buying a request must be made through a ticket in order to confirm that our engineers can provide support for the desired packages.
We guarantee a 99.9% uptime excluding maintenance. Maintenance is scheduled maintenance or emergency maintenance. Customers will be notified of scheduled maintenance at least 3 days in advance. Emergency maintenance is any maintenance done to prevent system degradation or exposure to threats. Customers must provide access and requested details by our team in order to guarantee the uptime.
Bellow are described the maximum response times:
- Chat: 1 minute
- Ticket Priority Urgent: 5 minutes
- Ticket Priority High: 30 minutes
- Ticket Priority Normal: 1 hour
- Ticket Priority Low: 3 hours
Any standard cloud instance will be available in less than 30 minutes after the moment of ordering it. And less than an hour for custom instances.