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


Business IT solutions DEAC

REACTION & RECOVERY TIME SLA + EXTRA RTO

Data center solutions DEAC

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

0:00

-

-

INCL. IN PRICE

Best effort advanced

0:00

5%

-

Next business day 8x5

0:00

10%

-

4 h (8x5)

0:30

-

Data centers SLA DEAC

1 h (8x5)

2:00

5%

Data centers SLA DEAC

30 min (8x5)

4:00

10%

Data centers SLA DEAC

8 h (24x7)

1:00

-

Data centers SLA DEAC

4 h (24x7)

2:00

5%

Data centers SLA DEAC

1 h (24x7)

4:00

10%

Data centers SLA DEAC

30 min (24x7)

8:00

10%

Data centers SLA DEAC

*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!





Business IT solutions DEAC
Data center solutions DEAC

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

< 99,10%

6:29

6

7

14

21

< 99,00%

7:12

7

14

21

30

< 98,00%

14:24

14

21

30

30

< 97,00%

21:36

21

30

30

30

< 94,00%

43:12

30

30

30

30

*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.


Business IT solutions DEAC



Service Level Agreement DEAC
Service Level Agreement DEAC

Contact us to find out more


Service Level Agreement DEAC  +44 203 519 2527
Service Level Agreement DEAC  +371 6707 2222
Service Level Agreement DEAC  cs@deac.eu







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