Guarantees and SLA

Network

Availability (SLA annual average of 99.5%)
Penalty per hour of delay: 5%
Maximum penalty per month: 100%

Level 1

without personalized diagnostic
Example: server unavailable Intervention (GIT): 1 hour
Guaranteed repair time: GIT + 2 hours
Penalty per hour of delay: 5%
Maximum penalty per month: 100%

Level 2

with personalized diagnostic
Example: Abnormal operation (excluding software configuration)
Intervention (GIT): 12 hours
Guaranteed repair time: (GRT): -
Penalty per hour of delay: 5%
Maximum penalty per month: 100%