Service Levels

All the services listed on our website include Service Level 0. This is an ideal solution for customers who are tech savy enough to manage all server management details or for non mission-critical services. We do offer support on the core funtionality of our services and availability of our cloud platform and network. If you desire assistance that exceeds this scope (custom configurations, migration assistance, optimalisation, decoding and debugging of installed software) please contact our sales department for a quote on the works. Nevertheless, if you have a question, we are always there to help you in the right direction.  If you are not a System administrator and lack the knowledge, we offer more advanced service levels and even custom service levels. 

Service Terms Explained

Level 0: Support for standard users. Support is processed on a “first come, first served basis”. We strive to process all standard support requests within 2 working days. If extra guarantees are needed, please upgrade to a higher support level. 

Level 1: Level 1 support guarantees a solution for your problem within 1 working day. Monitoring of 2 services is included.

Level 2: Level 2 support offers you an extensive support for your business. We start working on the problem as soon as we are aware of it and aim to treat your priority support demands within 1 working hour. Regular support demands shall be treated within 4 working hours.  

Custom: Made to the wishes of the customer. Can include extra monitoring or support options outside working hours. Additional uptime guarantees can be included.

Glossary:

TTR: Total Time to Resolve: we aim to resolve all problems caused by our services within the proposed time. Customer-side problems depend on nature of the problem. Excluded are ‘force majeure” problems and client-owned hard- or software failure. In that case we try to solve the problems on an ASAP-basis.

Sysadmin: if needed our team of experts can be requested to execute sysadmin tasks, such as help with setting up your applications or solving customer-side issues.  We will then try to solve issues and execute actions at a preagreed service rate (€59/hour, excl VAT).

Standard Support: this includes information on server availability, maintenance and interruptions, basic account set-up, administration and billing questions.

Non-standard Support: set-up and installation of client software or applications on the server, debugging of the client’s database or application. Standard support never includes the installation, configuration, debugging of third party applications and databases.