SLA and Response Matrix

The following matrices are applicable only to Enterprise Master Service Agreements (MSA).  Typically, based on solution complexity and/or client needs.

Response Time

 
Importance Situation Definition Incident Request Initial Response Update Frequency
EMERGENCY Customer Unable to function 15 minutes 60 minutes
URGENT Customer experiencing reduced functionality 60 minutes 60 minutes
MINOR Not performance impacting 24 hours 24 hours

Service Level Agreement by Category

Service Category Service Name Availability Latency Satisfaction Time to Install Time to Repair Time to Initiate Restore Time to Complete Failover Config Change
Colocation
Cabinet
30 days
Colocation
Cage
30 days
Colocation
Power
100%
Monitoring Services
Standard Monitoring
100%
100%
Monitoring Services
Advanced Monitoring
100%
100%
Network Services
Content Delivery Network
100%
100%
Network Services
Load Balancing Dedicated
100%
24 hours
Network Services
Load Balancing Shared
100%
100%
72 hours
Network Services
Managed Internet
100%
40 ms.
100%
Platform Services
Dedicated Server
100%
1 hour
Platform Services
Cloud Private
100%
100%
Platform Services
Cloud Enterprise
100%
100%
Platform Services
Cloud VPS
100%
100%
Security Services
Managed Firewall
100%
1 hour
24 hours
Security Services
Managed Firewall HA
100%
100%
24 hours
Security Services
Threat Management
100%
100%
Security Services
Web Application Security
100%
100%
Security Services
SSL Certificate Service
100%
Security Services
Virtual Private Network
100%
1 hour
24 hours
Storage Services
Primary Services
100%
100%
Storage Services
Standard Data Backup
100%
60 min
Storage Services
Advanced Data Backup
100%
60 min
Storage Services
Server Replication Service
100%
30 min
Storage Services
Server Replication Service
30 min