SLA - guarantees

The assistance insurance for your hosting solution

Service is very important to us at Combell. This is why our SLA Start is included by default with each hosting solution.
If you need more guarantees and services, you can pick a higher Service Level Agreement. You can also switch to a higher SLA during the term of your contract.

  • Guaranteed response and recovery times
  • 24/7 monitoring and proactive interventions
  • Valuable compensation if something goes wrong
  • Direct contact with system engineers

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Start

Start+

Basic

Plus

Pro

Support & Guarantees
Always online guarantee 99,999% 99,999% 99,999% 99,999% 99,999%
Emergency number
Priority phone number for reporting business-critical incidents
Direct contact with system engineers
Support
Infrastructure only

Infrastructure only
Weekdays
9 AM – 5 PM
Daily
9 AM – 8 PM
24/7
Response time
In case of business-critical incidents
Reasonable effort Reasonable effort < 30 min
Infrastructure 24/7
Application 9 AM – 5 PM
< 15 min
24/7
< 15 min
24/7
Recovery time
In case of business-critical incidents
Reasonable effort Reasonable effort < 1 h
Infrastructure 24/7
Application 9 AM – 5 PM
< 30 min
24/7
< 30 min
24/7
Monitoring & Testing
Monitoring
Alerts sent to you

Alerts sent to us
Processing 9 AM – 5 PM

Alerts sent to us
Processing 24/7

Alerts sent to us + 2 colleagues
Processing 24/7
NOC - Infrastructure
24/7 Follow-The-Sun Network Operations Centre
NOC - Business-critical processes
24/7 Follow-The-Sun Network Operations Centre
Weekdays
9 AM – 5 PM
Performance monitoring Optional Optional
Stress testing
Advanced services
Security testing
Advanced services
Security audit
Advanced services
Security
Patch management
Backup management
Firewall
DDoS protection
SSL VPN
two-factor authentication
Optional Optional Optional Optional Optional

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Get your free quote

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0800-8-5678
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