Support - SLA
Our guarantees for servers
| Contact Customer Service | |
|---|---|
| One unique number | 1-855-684-5463Toll free |
| Contact us | |
| Billing and Technical Support | |
| Guides/Tutorials/FAQ/Best Practice |  |
| Home phone and email |
24/7
Saturday 9:00 a.m. - 5:00 p.m. |
| Incident reporting | |
| Home phone and email | 24/7 |
| Interventions outside the guarantee | |
Guarantees and SLA
| Network | |
|---|---|
| Availability (SLA) | 99.95% |
| Level 1 without personalized diagnostic Example: server unavailable | |
| Intervention (GIT) | 1 hour |
| Guaranteed Repair Time (GRT) | GIT + 2 hours |
| Level 2 with personalized diagnostic Example: Abnormal operation (excluding software configuration) | |
| Intervention (GIT) | 12 hours |
| Guaranteed Repair Time (GRT) | |
Refunds*
| Incident Support Level 1 | |
|---|---|
| Penalty per hour of delay | 5% |
| Maximum penalty per month | 100% |
| Network | |
| Penalty per hour of delay | 5% |
| Maximum penalty per month | 100% |
*Refund as a percentage of the monthly unit price of the server (excluding taxes), on the GRT and on
tickets opened by customers.
