Terms & Conditions
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 |
|