Extended SLA
With an Extended SLA, you can rest assured that we will offer you our excellent support even more effectively. At Savvii, providing top-quality support is in our blood. Our >90% customer satisfaction rate is ample proof of this. We constantly measure our customers’ satisfaction with every form of support we provide. In our standard SLA, we offer guarantees regarding e.g. our response time during incidents. Although we do not offer any guarantees concerning standard support requests, we do have strict internal standards in place. If you want to make agreements about how quickly we respond to your requests, we offer an Extended SLA.
The tables below detail the differences compared to our standard SLA:
Incident management (free)
| Standard SLA | Extended SLA | |||
| Answer Time: | Resolution Time: | Answer Time: | Resolution Time: | |
| Full outage of a VPS | 30 min | 2 hours | 15 min | 1 hour |
| Partial outage of a VPS | 1 hour | 4 hours | 30 min | 2 hours |
| Full outage of Shared | 1 hour | 4 hours | N/a | N/a |
| Full server backup VPS* | N/a | N/a | 15 min | A.s.a.p. |
*Full server backup VPS. Do you use a VPS Ten or VPS Tweny, for example? Then we can restore the entire server in one go. You’ll save time by not having to use backups for each individual site.
Change management (paid)
| Standard SLA | Extended SLA | |||
| Answer Time: | Resolution Time: | Answer Time: | Resolution Time: | |
| Minor change | see technical support | see technical support | see technical support | see technical support |
| Normal change | best effort | in consultation | 2 hours | in consultation |
| Urgent change | best effort | in consultation | 2 hours | 2 days |
Support (free)
| Standard SLA | Extended SLA | |||
| Type: | Answer Time: | Resolution Time: | Answer Time: | Resolution Time: |
| Technical | best effort | best effort | 1 hour | 6 hours |
| Financial | best effort | best effort | 4 hours | 2 days |
| Orders | best effort | best effort | 2 hours | 1 day |
| Cancellation | best effort | best effort | 2 hours | 1 day |
| Sales | best effort | best effort | 2 hours | 1 day |
| Complaints | best effort | best effort | 2 hours | 1 day |
An Extended SLA can be ordered only with our VPS plans for € 79 monthly. The contract duration is equal to the the contract duration of the VPS.
The Extended SLA can be found online.
Do you have any questions or do you want to order an Extended SLA? Contact your account manager or send an email to info@savvii.com.