SLA Guarantees
Transparent and measurable SLA commitments that secure your business continuity. Up to 99.98% uptime guarantee for your critical systems.
SLA Levels
Choose the SLA level that fits your needs. Each level offers different uptime and response time guarantees.
SLA 3
Emergency Service
24/7 critical system support. Immediate intervention for service outages.
- 24/7 continuous monitoring
- Dedicated support team
- Automatic failover
- Proactive intervention
- Monthly performance report
SLA 2
Multi-DC Priority
High availability with multi data center architecture.
- Active-Active DC structure
- Priority ticket queue
- Weekly status reports
- Backup guarantee
SLA 1
Standard Support
Basic infrastructure management and support services.
- Business hours support
- Email & ticket support
- Monthly maintenance window
- Basic monitoring
Support Levels
Our three-tier support structure ensures your issues are resolved quickly.
Level 1 - First Contact
Ticket creation, initial assessment and basic troubleshooting.
- Ticket logging and prioritization
- Basic troubleshooting
- Knowledge base guidance
- Escalation to Level 2
Level 2 - Technical Analysis
Detailed technical analysis and system-level intervention.
- Log analysis and debugging
- Configuration changes
- Performance optimization
- Vendor coordination
Level 3 - Expert Intervention
Architectural changes and critical system interventions.
- Architectural design changes
- Kernel/system level intervention
- Security incident response
- Disaster recovery
Escalation Procedure
Our clear escalation procedures ensure your issues reach the right team.
Ticket Creation
Ticket is created from the support portal, automatic prioritization is applied.
Level 1 Assessment
Ticket is assessed within first 15 minutes, escalated to Level 2 if necessary.
Technical Intervention
Technical team analyzes and resolves the issue within SLA timeframes.
Resolution & Reporting
After resolution, root cause analysis and preventive measures are reported.