Service Level Agreement (SLA), acting as a service add-on, defines the time of the initial ticket response from our technical support team. It also informs if system backups are included within the selected SLA plan.
SLA plan can be selected during the ordering process of Cloud Servers. During the service upgrade, SLA fee is recalculated based on the added resource amount and is presented for review. SLA plans cannot be manually removed or added to an already existing service with no SLA plan; please contact our sales team if you'd like to arrange such modification.
All logged requests which require technical support(*) to our Support Department are prioritised and will receive a response based on SLA based on the following table:
Standard – 12 hours ticket response time, no system backups
Advanced – 4 hours ticket response time, one weekly backup (Sunday)
Premium – 2 hours ticket response time, two weekly backups (Sunday, Wednesday)
Enterprise – 1 hour ticket response time, three weekly backups (Saturday, Wednesday, Friday)
*The operating hours of billing-related tickets are 8:00 AM – 5:00 PM (GMT +3), Monday to Friday, excluding public holidays.
Depending on SLA plan, particular ticket resolution goals apply:
Standard – 24 hours
Advanced – 12 hours
Premium – 6 hours
Enterprise – 3 hours
We aim to resolve all queries within the time periods above and keep you updated on the progress by the technician assigned to a ticket.
Support ticket priority is automatically adjusted based on SLA when submitting a ticket via Terminal. Please note: tickets submitted via email are not auto-prioritised, thus may take longer to respond and react.
SLA plan can be verified by logging into Terminal and checking it in Cloud Servers service dashboard.