Dedicated Server SLA

Initial Setup Time
Preconfigured Packages 4h (Monday - Sunday: 9am - 9pm UTC+2:00)
Customized Servers 12h (Monday - Sunday: 9am - 9pm UTC+2:00)
   
 
Contact Customer Service
   
Email Contact us
Billing + Technical Support
Guides/Tutorials/FAQ/Best Practice
   
Incident reporting
Home phone and email 24/7
Interventions outside the guarantee Monday - Sunday: 9am - 9pm UTC+2:00
Diagnostic for intervention + quotation $25.00 

Guarantees and SLA

 
Network
Availability (SLA) 99.95%
Level 1 without personalised diagnosticExample: server unavailable
Intervention (GIT) 2 hours
Guaranteed Repair Time (GRT) GIT + 2 hours
Level 2 with personalised diagnosticExample: Abnormal service operation (excluding software configuration)
Intervention (GIT) 12 hours
Guaranteed Repair Time (GRT) -

Refunds*

 
Incident Support Level 1
Penalty per hour of delay 2%
Maximum penalty per month 100%
Network
Penalty per hour of delay 1%
Maximum penalty per month 100%
 

*Refund as a percentage of the monthly unit price (excl. VAT) of the server, on the GRT and on tickets opened by customers.