Service Level Agreement
If you have a mission-critical business, SLA Premium and Enterprise give you the added security of reaching us 24 hours a day, every day of the year, in the event of a problem.
Why should I have a Service Level Agreement?
A Service Level Agreement, SLA, is the agreement that governs the level of support you want, often depending on how business-critical your application or website is. The more business-critical your website or application is, the higher the SLA we recommend.
Packages and prices
Standard
Always included for Web Hosting, Agency, and Managed Server.
- Incident report via phone during our opening hours
- Monitoring 24/7
- 99.6% uptime guarantee
- 1h incident response time (business hours)
- 4h incident response time (other times)
- Maintenance outside business hours
Premium
For those who need high uptime, fastest response and fast setup time requirements.
- Incident report via phone, 24/7
- Monitoring 24/7
- 99.8% uptime guarantee
- 10min incident response time (business hours)
- 1h incident response time (other times)
- Maintenance outside business hours
- Dedicated emergency number
- Priority support
- Priority action
- Site monitoring, 3 URLs (+ 29 SEK/mo. per additional URL)
Enterprise
For those who need the highest possible uptime and require jobs to be scheduled at night.
- Incident report via phone, 24/7
- Monitoring 24/7
- 99.99% uptime guarantee
- 10min incident response time (business hours)
- 1h incident response time (other times)
- Night-time maintenance (0-6)
- Dedicated emergency number
- Priority support
- Priority action
- Site monitoring, 3 URLs (+ 29 SEK/mo. per additional URL)
- Data Center Replication
- Dedicated Contact Person
Rapid incident response, 24/7
We always have technicians ready around the clock in case something happens. With our higher packages, you get access to a dedicated emergency number where you can reach our on-call technicians in case of an incident outside of support hours, for example, if your service goes down or stops working.
Tailor-made procedures
If you have a particularly business-critical application, we can tailor maintenance and procedures for you. In our Enterprise package, we schedule maintenance when it affects you the least. You also get a personal contact person and our best uptime guarantee.
Receive alerts on failures
With SLA Premium, we monitor not only the server but also specific URLs so you can be sure they’re always working. If a fault occurs, you’ll receive an alert. You choose whether you want it via SMS, email, or one of our other channels.
Frequently asked questions and answers
You can order SLA Premium and Enterprise for all our web hosting, managed server and agency plans.
Incident response time is the time from when we become aware of an outage until we start working on it.
If there is an outage, you and everyone else with the SLA Premium plan have priority action. This means that we will prioritize your services over others for as long as it is technically possible to prioritize different servers and services.
Our Emergency Operations Hotline, which you can contact 24/7 with SLA Premium, handles emergency problems with our services, for example, if a server or part of a server has stopped working.
If you have other problems with your application, you are welcome to contact our support during our opening hours.
No. The hotline number is to get in touch with us if there is an outage on your service. For example, if it stops responding or goes down. For common questions, help, and support, we are here for you every day of the week during business hours.