Guarantees and SLA
Network
- Availability
- SLA annual average of 99.5%
- Penalty per hour of delay
- 5%*
- Maximum penalty per month
- 100%
- Price
- This support service is free of charge.
Level 1
- Example
- Server unavailable
- Intervention time
- 1 hour
- Guaranteed repair time
- Intervention time + 4 hours
- Penalty per hour of delay
- 5%*
- Maximum penalty per month
- 100%
- Price
- This support service is free of charge.
Level 2
- Example
- Web, database or mail server unavailable or abnormal operation (excluding software of customer)
- Intervention time
- 2 hours
- Guaranteed repair time
- Intervention time + 4 hours
- Penalty per hour of delay
- 5%*
- Maximum penalty per month
- 100%
- Price
- This support service is free of charge.
Level 3
- Example
- Dedicated software within the home directory (uploaded/installed by customer)
- Intervention time
- 12 hours
- Guaranteed repair time (GRT)
- –
- Penalty per hour of delay
- –
- Price
- 20 Euro per 15 min. "No fix, no fee" guarantee.
* Refund as a percentage of the monthly unit price (excluding taxes), on the GRT and on tickets opened by customers.