Support - SLA

Our guarantees for servers



Contact Customer Service
One unique number 1-855-684-5463Toll free
Email Contact us
Billing + 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.