Service Level Agreement
Compare our different options for Public cloud management
Silver40,-/month | Gold90,-/month | Platinum180,-/month | Diamond360,-/month | |
|---|---|---|---|---|
Support guarantees | ||||
Phone Support via phone during office hours | ||||
Slack Slack support channel available during office hours | ||||
24/7 Emergency Number A hotline for reporting business-critical incidents | ||||
Status meetings Status meetings with the Customer Success team and satisfaction checks | Every 6 months | Every 3 months | ||
Extra services included Additional services are offered at no extra cost when choosing an SLA (e.g. load testing). | 1 per year | 2 per year | ||
Monitoring | ||||
Monitoring Monitoring of the project URLs | Alerts to the client | Alerts to Level27 | Alerts to Level27 | Alerts to Level27 |
RCA Root cause analysis for incidents | ||||
Incident report Incident report provided for application incidents | ||||
SLA uptime report Monthly SLA report | ||||
Security and backup | ||||
Security updates Monthly security updates applied to the environment | ||||
Vulnerability monitoring Monitor the installed software against the CVE database and apply patches whenever a critical vulnerability is reported | ||||
Database rollback max data loss A database rollback results in a loss of x amount of time. | 24h | 24h | 0h | 0h |
DDoS protection Protection from DDoS attacks | ||||
Scrubbing Scrubbing service | ||||
Client VPN Client VPN's included | 4 users | 20 users | ||
Site-to-site VPN Site-to-site included | ||||
40,-/month | 90,-/month | 180,-/month | 360,-/month | |