SLA (Service Level Agreement):

Fast response time, delivery of our service and satisfied clients/end-users are very important for us. That is why we operate under strict SLA. You, as our client, can choose which availability you wish to have from our side (eg. 24/7 or 8/5) and which response time would you like for certain service (eg. 10 min, 30 min, 1 hour, 2 hours, NBD). Example:

Type of incident / activity Description of severity Availability First response
Severity 1 (S1) Your network/server environment is "down" or there is a critical impact to your business operations. 24x7 0.5h
Severity 2 (S2) Operation of an existing network or environment is severely degraded, or significant aspect of your business operation is negatively affected by inadequate performance. 24x5 1h
Severity 3 (S3) Operational performance of your network or environment is impaired while most business operations remain functional. Working hours 4h
Severity 4 (S4) You require information or assistance with IT equipment capabilities, installation or configuration. There is little or no effect on your business operations. Also system design/modification is classified as this severity. Working hours NBD