Service Level Agreement

Our promise. To you.

No commitments. Let’s just see how we can help.

Guaranteed 99.95%Network Uptime

We provide a 99.95% uptime SLA around network, power and cloud infrastructure availability excluding scheduled maintenance.

If we fail to deliver, we’ll credit you 2.5% of the monthly fee for 30 minutes of network downtime, up to 100% of one montlhy payment, and the credit will be applied to toward future payments.

it’s that simple!

Guaranteed 99.95%<strong>Network Uptime</strong>

Business support level.<strong>At every level.</strong>

Business support level.At every level.

All our users benefit from Business level support. Our expert support team will guide you through the issue and respond to your requests as soon as they’re available.

We employ a ticketing priority system, which determined the maximum response time your request will need, based on the following categories :

Low - General guidance.
Normal - a System is impaired.
High - a Production system is impaired.
Urgent - a Production system is down.

Please not that the priority and estimated time to resolve may be changed after initial contact and evalution of the issue made by a support engineer.

First Reply means the time between the first comment and the first reply from a agent. Next Reply means the time between the oldest, unanswered comment and the reply from an agent. Pausable Update means the time between each reply from agents. The SLA will pause on Pending (Awaiting for Customer’s Feedback).
	Urgent	High	Normal	Low
First Reply	1 hour	2 hours	4 hours	8 business hours
Next Reply	2 hours	4 hours	8 hours	8 business hours
Pausable Update	4 hours	8 hours	16 hours	16 business hours

What are you building today?

Whether you’re building something from scratch or want to migrate to a faster and more manageable setup, our expert team is here for you. Just jump on a call and we’ll let you know exactly how we can help.

Book a call with an expert

No commitments. Let’s just see how we can help.