SLA - service level agreement

SLA is a contractual obligation that defines the quality of our services. If there is any service failure our SLA will guarantee you latest time for beginning of service restoration. The exact definition of SLA termns for individual services can be seen in the table below.



service

Guaranted
service availability

availability is
Calculed

latest beginning
of service restoration
during work Time

latest beginning
of service restoration
outside working hours
Internet HomeLink 95,000% per month
24 hours 24 hours
FlexiLink 97,000% per month
12 hours 18 hours
GarantLink 99,500%
per month 2 hours 4 hours
ADSL
without SLA without SLA
without SLA
without SLA
Digital TV
Digital TV 95,000% per month 24 hours 24 hours
Housing
DC SHC II 99,700%
per year 30 minutes 30 minutes
DC SHC III 99,900% per year 30 minutes 30 minutes
DC Digitalis 99,993% per year 30 minutes 30 minutes
Colocation
99,999% per year 30 minutes 30 minutes
Dedicated server
Hardware 97,000% per year 1 hours 12 hours
Conectivity
99,900% per year 30 minutes 30 minutes
Webhosting
Webhosting 99,500% per year 2 hours 4 hours
Selfvirtual
Virtual server 99,700% per year 2 hours 5 hours
Server maintenance Server monitoring 97,000% per year 24 hours 24 hours
Server administration 99,500% per year 2 hours 4 hours



service

Guaranted
service availability

availability is
Calculed

technician arrival
standard time

technician arrival
ExpresS time
IT maintenance
Computer Management 95,000% per month 24 hours   3 hours
LAN Management 95,000% per month 24 hours 3 hours

Additional information on SLA:

  • The term for latest begining of service restoration is calculated from the time customer reporter service failure.
  • Working hours are from Monday to Friday, from 8:00 am to 5pm, except Slovak public holidays.
  • As failure of VNET serverhousing service is understood only outage of both power buses or both data conectivities in same time.
  • If server is functional, Hackers attack to a website is not a service failur.
  • Colocation service is combination of following data center services - power supply, cooling and dark fiber .
  • SLA  for VoIP service is derived from SLA for internet service. If VNET is not providing internet service with VoIP service the SLA equals to 97%.
  • Monthly SLA is calcucated due to an average month 365/12 and the annual SLA is calculated due to standard 365 days.
  • The terms and conditions mentioned above are not related with general terms and conditions of VNET for concrete type of service provided.