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SLA data center


Service Level Agreement (SLA)


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.







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.



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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

-

-

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!





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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

< 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.




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Contact us to find out more






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.






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