SLA - service level agreement

SLA is a contractual obligation that defines the quality of our services. If any service fails, our SLA guarantees you the latest possible time for starting service restoration. The exact definitions of SLA terms for individual services are in the table below.

Service
Garanted
service availability
Availability is
calculated
Latest beginning
of service restoration
during work time
Latest beginning
of service restoration
outside working hours
Digital TV Digital TV 95,000% pre month 24 hours 24 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 guarantee without guarantee
without guarantee
without guarantee
Data services L2 circuit 99,500% per month 2 hours 4 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
Connectivity
99,900% per year 30 minutes 30 minutes
Cloud services JUSTCloud 99,800% per year 2 hours 2 hours
CloudPRO 99,800% per year 2 hours 2 hours
Server maintenance
Server monitoring 97,000% per year 24 hours 24 hours
Server administration 99,500% per year 2 hours 4 hours
PC administration 95,000% per month 24 hours 3 hours
LAN administration 95,000% per month
24 hours 3 hours
Camera system Hardware 95,000% per year 24 hours 24 hours
Administration 95,000% per year 12 hours 18 hours
Webhosting Webhosting 99,500% per year 2 hours 4 hours

Additional information about the SLA:

  • The deadline for the latest possible time to start service restoration during and outside business hours is calculated from the time when the customer reports service failure, in accordance with the relevant contractual terms and conditions for the given service type.
  • Business hours are from Monday to Friday, from 8:00 am to 5:00 pm, except Slovak public holidays.
  • For the VNET server housing service, failure at the DC equipped with double energy supply and connectivity is understood only as an outage of both the electricity supply and data connectivity.
  • For VNET Webhosting, a hacker attack to an individual website is not considered a failure if the server itself is functional.
  • Colocation refers to data centre (DC) services outside network services, such as electricity supply, cooling and dark fibres.
  • The SLA for VNET VoIP services is derived from the SLA of the used internet connection. If the internet connection to VoIP services is not provided by VNET, the SLA for VoIP services is equivalent to 97%.
  • The IP KVM additional service is not covered by the SLA for housing services.
  • Vandalism, loss, theft and pollution are not covered by the SLA for CCTV.
  • Monthly SLA is calculated based on an average month 365/12, and the annual SLA is calculated based on a standard year of 365 days.
  • The above terms and conditions are without prejudice to the provisions of relevant contracts and the General Terms and Conditions of VNET a.s. for the given type of provided service.

From our blog

Be right at the heart of the action!
blog photo

How much does it really cost to operate an electric car?

Many of the people I’ve been talking to have told me that an electric car is too expensive. They looked very surprised when I tried to explain that unless they rarely drive it ...

Mgr. Vladimír Kupčo
November 7th 2019
blog photo

How to choose a good future employer

In the second part, I want to follow up on the previous recommendations for job interviews. The first part looked at team leaders choosing new colleagues, and the second part focuses on applicants.

Martin Dujčík
September 12th 2019
blog photo

Reliable server connection is not rocket science

The term Server (a special type of computer) comes from the verb “to serve”– to provide services to clients. For servers to serve us well, they alsoneed access to...

Vincent Vlk
April 3rd 2019