Caring about our customers, DEAC Private Data Centers created SLA service level agreements to guarantee service availability and transparently lay out by which metrics provided services are measured, as well as arrangements in case the agreed level of service is not achieved. Our experience with customers from more than 40 countries has facilitated to develop SLA levels that substantially help to attain long-term strategic goals of the company.
Customer request response time according to their needs
Guaranteed response time for quick start of problem solving and your confidence in business continuity
Guaranteed level of uptime
Receive guarantees on availability of your services and DEAC’s compensation in case of downtime
DEAC helps to reduce risks of business interruptions
Get increased compensation amount in case of a longer service unavailability
Reaction time SLA
Uptime or availability SLA
Additional financial
guarantee SLA
Reaction time SLA assures that customer receives help from DEAC customer support within time mentioned in service level agreement. No stress - you can choose necessary reaction time from the best effort or next business day to 30 minutes during business hours or 24/7. Availability in business hours is 9:00 to 18:00 EET (UTC/GMT +2 hours).
If the response time is overdue even for a minute, DEAC provides compensation in your next month’s invoice. In addition, the service also includes certain support time in accordance with reaction time SLA levels, which is devoted for faster administration of customer’s solution and issues as well as IT experts’ consultations on particular technical matters.
Uptime or availability SLA ensures guaranteed percent of service uptime and financial compensation in case cumulative service availability percent that month is below the agreed amount. DEAC IT experts and systems are constantly monitoring availability of all services, providing required stability of service. As well as we inform customers about planned maintenance works. Our experts will help you to identify the required uptime percent and SLA levels from Bronze to Platinum. Though please note that certain uptime SLA levels are eligible only for particular services. For further details, please contact us!
Additional financial guarantee SLA combines only with SLA uptime and provides additional guarantees for the customer. Increased compensation is granted in case cumulative service uptime does not reach agreed percent described in the agreement. Outsource with confidence! For more details, please contact our customer service.
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 |
Best effort (8x5, |
0:00 |
- |
- |
Best effort advanced |
0:00 |
5% |
- |
Next business day 8x5 |
0:00 |
10% |
- |
4 h (8x5) |
0:30 |
- |
 |
1 h (8x5) |
2:00 |
5% |
|
30 min (8x5) |
4:00 |
10% |
|
8 h (24x7) |
1:00 |
- |
|
4 h (24x7) |
2:00 |
5% |
|
1 h (24x7) |
4:00 |
10% |
|
30 min (24x7) |
8:00 |
10% |
|
*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
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.
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.
Service Level Agreement (SLA) between provider of data center services DEAC and customer individually defines performance, availability and responsibility guarantees and is an important part of the contract. Choose reliable services with high level of availability and guaranteed time of response during which DEAC technical experts initiate processing of customer's request and start problem solving.
Business demands vary and rapidly change; accordingly, the main task of a head of a company is to solve the pending matters in a quick manner to be able to pay full attention to the core activities of the business, which is also the most cost-effective and profitable way to do business. Achieve your targets faster and improve productivity with reliable IT outsourcing partner - identify, which risks to delegate and which ones to deal on site.
Besides service-based service level agreements with certain SLA levels, we are responsive to customer’s specific business needs; hence, we provide customer-based service level agreements, too. If you need help with SLA levels to choose an optimal and efficient service, do not hesitate to contact our experts via means of communication of your preference and benefit from untroubled IT solutions!
Contact us to find out more
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