SLA
Service level agreement
Availability, hardware replacement time and support response time are committed in writing. Where a commitment is not met, an invoice credit applies.
- Annual availability commitment
- 99%
- Hardware replacement time
- 1 hour
- First response on urgent requests
- 15 minutes
- Veeam backup and snapshots
- Daily
Features
Committed items
99% availability
Annual server availability is committed at 99%. Where outages originate from hardware or network, an SLA credit applies.
1-hour hardware replacement
Failed hardware components (RAM, NVMe disk, power supply) are replaced within one hour at the latest.
15-minute first response
Urgent-priority requests raised on the 24/7 technical support channel receive a first response within an average of 15 minutes.
Backup and snapshots
Daily snapshots and Veeam backups stored separately from production minimise the risk of data loss.
Comparison
SLA credit schedule
When monthly availability falls below the commitment, a credit is applied to that period's invoice at the rates below.
| Monthly availability | Invoice credit |
|---|---|
| 98.00% – 98.99% | 10% |
| 95.00% – 97.99% | 25% |
| Below 95.00% | 50% |
Scope and exclusions
Availability is calculated over outage time originating from the infrastructure. Pre-announced planned maintenance windows, outages arising from customer-side misconfiguration or application-level problems, and force majeure events are excluded from the calculation.
SLA credit claims are raised through the support channel within the invoice period following the one in which the outage occurred. Claims are assessed against monitoring records and the outcome is communicated in writing.
Credit is applied against the invoice amount for the affected service and is not paid as a cash refund. Total credit cannot exceed the invoice amount for the period concerned.
The terms on this page describe the general framework. Service level terms specific to your organisation are shared separately in writing during the quotation and contracting stage, and in the event of any conflict the contract text prevails.
FAQ
Frequently asked questions
Does planned maintenance count as downtime?
No. Pre-announced maintenance windows planned together with you are excluded from the availability calculation. Such windows are usually placed at the hours of lowest traffic.
How do I claim an SLA credit?
Raise the request through the support channel. Outage duration is assessed against monitoring records, the outcome is communicated in writing, and the credit is reflected on the relevant period's invoice.
Is an outage caused by my application covered by the SLA?
No; the commitment covers outages originating from the infrastructure. That said, we help identify where the problem sits, because the source of an outage is often not obvious at first glance.
More
Related pages
- SupportTechnical supportSupport requests reach the team that built your infrastructure. A 24/7 phone channel for critical incidents and proactive response driven by Zabbix alerts.
- Terms of UseTerms of useGeneral terms for using EG678 Cloud services: scope, customer obligations, service continuity and limits of liability.
- BackupBackup and snapshot managementDaily and weekly Veeam backups on separate storage, snapshot rollback within minutes, and regular restore testing.
Let's plan your infrastructure together
Tell us what you need and we prepare a configuration and pricing specific to you. We don't sell fixed packages; we build the deployment, licensing and backup plan with you.