The service contract for your Dedicated or Cloud server

Service Level Agreement (SLA): The assistance insurance for your server environment

Service is at the heart of Combell's concerns. Our SLA Start is included by default with each Cloud server. If you need more guarantees and services, pick a higher Service Level Agreement. You can also switch to a higher SLA during the term of your contract.

Not sure about what SLA suits your company best? We will be happy to help you.

  SLA Start SLA Basic SLA Plus SLA Pro SLA Premium
Basic support
24/7

24/7

24/7

24/7

24/7
System support
30 minutes
Daily 9:00 - 17:00

60 minutes
Daily 9:00 - 22:00

120 minutes
Daily 24/24

According to agreement
 
Advanced support

 

 

 

 

 

Response waiting time (critical) Reasonable effort Next business day 4u - 3u (*) - 2u (**) 4u - 3u (*) - 2u (**) According to agreement
Response waiting time (non critical) Reasonable effort 5 business days 3 business days Next business day According to agreement
Recovery waiting time (critical) Reasonable effort Next business day 4h - 3h (*) - 2h (**) 2h - 1,5h (*) - 1h (**) - 0,5h (***) According to agreement
Recovery waiting time (non critical) Reasonable effort 5 business days 3 business days 2 business days According to agreement
Basic monitoring

 

 

 

 

 

Advanced monitoring

 

 

 

 

According to agreement
Performance monitoring

 

 

 

 

According to agreement
Basic backup 5 GB 10 GB 25 GB 50 GB According to agreement
Advanced backup

 

 

 

 

According to agreement
Firewall Basic Advanced Advanced Advanced According to agreement
Remote reboot

 

 

 

 

According to agreement
SSL VPN

 

 

 

2 users According to agreement
KVM over IP

 

 

 

 

 

Patch management Basic Basic Basic Advanced According to agreement
Direct access to Operations

 

According to agreement
Direct senior support

 

 

 

 

 

Contact Contact Contact Contact Contact

(*) If the server is part of a virtualisation platform, where the conditions below apply:

  • All data are saved on a shared medium, such as e.g. an SAN (Storage Area Network)
  • Each physical machine must have sufficient memory to be able to start several virtual servers of a failed node at any time.
  • The platform is at least composed of 2 physical servers.

(**) If the server/service is part of a cluster or farm where its services are automatically taken over by an alternative server/service in the event of a failure. Related examples are database clusters, web farms or firewall clusters, where the redundancy mechanism is managed by Combell.

(***) In the case a server/service makes part of an environment where de services are automatically transferred to an alternative server/service, located in another data centre, during an electronic or mechanical failure.

 

Do you have any questions about our Service Level Agreements?

Service is at the heart of Combell's concerns.
We will be happy to help you find the right solution for your company.

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