Service Level Agreement

The following service agreements apply to all dedicated servers.

Service Level Agreement
Hardware-Maintenance 24x7 The hardware of your server is supervised around-the-clock. In case of a malfunction equivalent systems are available to take over the service.
Telephone support Monday to Friday from 10am to 18pm During our office hours our telephone support is at your disposal free of cost.
24x7 support via ticket system We offer you support around-the-clock through our ticket system.

Guaranteed Reaction Times

By default, SLA-ROOT-0 is included. You can choose SLAs with faster response times optionally. In any case we always aim to solve all upcoming problems as quickly as possible.

Service Agreement SLA-ROOT-0 SLA-ROOT-1 SLA-ROOT-2
24x7 emergency support Ticket system Hotline Hotline
Guaranteed reaction time within office hours max. 8 hours max. 4 hours max. 2 hours
Guaranteed reaction time outside office hours max. 24 hours max. 12 hours max. 4 hours
Price per month 0,00 € 60,00 € 180,00 €
All quotations VAT included.