Service Level Agreement
The following service agreements apply to all Managed Hosting SLAs.
|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.|
|Monitoring||24x7||All server services are permanently monitored. In case of problems our technicians intervene autonomously and solve the problem.|
|Software updates||The software installation of all servers is regularly updated by our technicians, security flaws are closed as promptly as possible.|
|Backups||All data are saved daily to an external backup system and maintained there for at least 3 days.|
|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-MH-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.
|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.