Managed Services
Based on our experience, we have drafted a total of three Service Level Agreements. Oftentimes, Level 1 and Level 2 are offered to clients and associates that use our ReasonNet Colocation product line.
The Level 1 SLA is a service level agreement under which starter-level support is provided. This includes hard reboots (fair use) and you can expect an answer to your problem within a maximum response time of three hours. The Level 2 SLA is more advanced. You will receive an answer to your problem within one hour, and it includes 60 minutes of remote support a month. Please contact us for more information on the benefits of each SLA.
Customised SLAs
Customised SLAs are service level agreements that are fully tailored to your needs. In this respect, a contract is drafted under which our platform and network engineers are always available to assist you. The following is an example of what an SLA contract looks like in practise.
- Our NOC Engineers are available to process your support requests 24 hours a day, 7 days a week, 365 days a year
- Maximum response time of < 30 minutes
- Includes hard reboots (fair use policy)
- Top priority for remote and reboot support requests
- Includes 600 minutes of remote support from our experts
- Attractive discount on NOC Engineer’s hourly rates for additional support
- The SLA applies to servers, virtual private servers and racks and even to complete private data suites
