Service Level Agreement

We offer a 48-hour hardware replacement. Depending on the service, you may be charged for standard hardware value unless communication between Servacus and the Client decides otherwise.

During open business hours, we guarantee a 3-hour response time to all ticket requests submitted to any department, and a 6-hour response time to any technical request submitted during any out of hours period.

We guarantee that your service will remain accessible 100% of the time. This covers power, cooling and power availability. For hardware maintenance or in the event a technician needs to perform modifications, patches, or alterations to your system to ensure stability, a minimum of 48 hours’ notice will be issued to you. For emergency maintenance or critical security patches, a minimum of 1 hour notice will be published.

Our 100% accessible guarantee does not include DDoS Attacks or attacks out of Servacus control. Mitigation is provided with your service and automated Mitigation remains in place 24/7.

100% 0m - 5m 0 Hours Credit
99.95% 5m - 25m 6 Hours Credit
99.75% 25m - 1h 50m 12 Hours Credit
99.50% 1h 50m - 3h 40m 24 Hours Credit
99.25% 3h 40m - 5h 30m 1 Week Credit
99.00% 5h 30m - 7h 18m 2 Weeks Credit
< 99.00% 7h 18m or longer 1 Month Credit

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