Support - SLA
Our guarantees for servers
| Contact Customer Service | |
|---|---|
| One unique number | +65 3163 8340Standard call rates |
| Contact us | |
| Billing + Technical Support | |
| Guides/Tutorials/FAQ/Best Practice |  |
| Home phone and email |
Monday - Friday: 9 - 6pm
|
| Incident reporting | |
| Home phone and email | 24/7 |
| Interventions outside the guarantee | Monday - Friday: 9am - 6pm |
Guarantees and SLA
| Network | |
|---|---|
| Availability (SLA) | 99.95% |
| Level 1 without personalised diagnostic Example: server unavailable | |
| Intervention (GIT) | 1 hour |
| Guaranteed Repair Time (GRT) | GIT + 2 hours |
| Level 2 with personalised diagnostic Example: Abnormal service 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 (excl. GST) of the server, on the GRT and on tickets opened by customers.
