Service Level Agreement (SLA)

Service Level Agreement (SLA)

Choose an optimal type of SLA service and it will serve as a secure tool to transfer partial business risks on DEAC.

Reaction & Recovery Time SLA with included expert technical support and discounts on hourly rates
+ extra RTO (Recovery Time Objective)
Uptime SLA with compensations
+ additional financial guarantee

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REACTION & RECOVERY TIME SLA + EXTRA RTO

We guarantee timely assistance from DEAC customer support in accordance with the service level agreement. Forget about technical concerns - trust them to IT experts! Choose Reaction & Recovery Time level that fits your business needs with expert technical support & recovery for data center infrastructure, public cloud and BaaS. SLA levels include discounts on our support hourly rates as well. In addition, add Recovery Time Objective (RTO) to be confident that DEAC experts will recover your all system and data within the agreed time!

Reaction time	Consultations (hours)	Discount for extra technical support hours	Possibility to add RTO*
Best effort (8x5, max 48h)	0:00	-	-	INCL. IN PRICE
Best effort advanced	0:00	5%	-	ORDER NOW
Next business day 8x5	0:00	10%	-	ORDER NOW
4 h (8x5)	0:30	-		ORDER NOW
1 h (8x5)	2:00	5%		ORDER NOW
30 min (8x5)	4:00	10%		ORDER NOW
8 h (24x7)	1:00	-		ORDER NOW
4 h (24x7)	2:00	5%		ORDER NOW
1 h (24x7)	4:00	10%		ORDER NOW
30 min (24x7)	8:00	10%		ORDER NOW

*RTO (Recovery Time Objective) is available only for certain services - vCloud and virtual server rental, hardware rental, private cloud, disaster recovery solution and includes specific required actions. Please contact our specialists to find out more!

Experts will begin to solve the problem quickly according to the guaranteed reaction & recovery time

Choose the most appropriate reaction time - from 30 minutes during business hours or around the clock

In case the response time is exceeded even for a minute, we will provide compensation in your next bill

Certain levels include additional expert technical support time to speed up your problem resolution

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UPTIME SLA

Use IT services with confidence about the availability and receive compensation in case if the level is lower than the agreed. We will find the appropriate level of SLA availability from bronze to platinum depending on needs of your business.

		Compensation in number of days free of charge
Availability (%)	Downtime (h)	Bronze*	Silver	Gold	Platinium
< 99,50%	3:36	5	6	7	14	ORDER NOW
< 99,10%	6:29	6	7	14	21	ORDER NOW
< 99,00%	7:12	7	14	21	30	ORDER NOW
< 98,00%	14:24	14	21	30	30	ORDER NOW
< 97,00%	21:36	21	30	30	30	ORDER NOW
< 94,00%	43:12	30	30	30	30	ORDER NOW

*Included in price. Please contact our specialists to find out more!

Add Additional Financial Guarantee - working with DEAC reduce risks of business unavailability to minimum - benefit from the opportunity to receive increased compensation in the event of long-term unavailability of services.

Availability under the SLA-contract is a guaranteed time of service availability within a month and financial obligations in case the level of service availability is below the agreed one.

DEAC IT experts and monitoring systems constantly monitor the availability of all services, ensuring the necessary stability. We also inform customers about planned maintenance works.

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