Server monitoring
As a standard feature, we monitor each server on our monitoring system. If there are any issues, we receive immediate notifications. That way, we can usually solve it before you even notice it.
Even better support with an SLA
As a Savvii customer, you can count on a high level of service for your entire IT infrastructure. Every Savvii customer can count on excellent support from our specialists, even without an SLA. We also do everything we can to ensure that your site remains online. We take care of the technical issues of your server and manage it completely. This level of support meets the needs of most customers, but for customers who want more assurance, there is the SLA.
With a Service Level Agreement, you have more certainty regarding response times, a separate phone number that provides priority access to our engineers and developers and guarantees on the time in which we pick up and solve incidents, also outside of office hours. Our premium Web hosting and premium E-commerce hosting plans already include an SLA.
Standard support at Savvii
Backup
All managed plans have a 7-day retention period. Our premium plans have a 30-day retention period. Both include one backup restore per day.
Response and resolution time
The response and resolution time determines how quickly we respond to support questions and failures. So you know exactly what you can expect from us. That is the assurance we like to give you.
Software management
Savvii is responsible for managing the software and applications that are used for offering Managed Services. In case of updates, we will inform you well beforehand by email.
Patches/updates
Savvii is responsible for keeping the software and applications that are used to offer Managed Services up to date. In case of updates, we will inform you in advance by e-mail.
Uptime guarantee
Our platform is monitored 24/7 through our monitoring system. This way, we know exactly what the uptime and status of our platform is. Now you can be reached by your customers anytime, anywhere.
Faster response with a Service Level Agreement
Would you like to have clear agreements on how quickly your queries will be dealt with? Then sign up for an SLA with us. An SLA can be added to an existing plan and costs €100 per month. The duration will be the same as the duration of your existing plan.
The overview below shows the differences between our standard support without SLA and with Extended SLA. You can find our complete Service Level Agreement here.
Incident management
| Standard support | Extended SLA During office hours | Extended SLA Outside office hours | ||||
| Response time: | Solving time: | Response time: | Solving time: | Response time: | Solving time: | |
| Prio 1* | best effort | in consultation | 30 min | 90 min | 60 min | 120 min |
| Prio 2* | best effort | in consultation | 60 min | 240 min | 90 min | 270 min |
| Prio 3* | best effort | in consultation | 240 min | 360 min | 270 min | 390 min |
*Savvii applies the above priority distribution. The description of the PRIO categories can be found in our Extended Service Level Agreement.
Change management
| Standard support | Extended SLA | |||
| Response time: | Solving time: | Response time: | Solving time: | |
| Minor change | See technical support | See technical support | See technical support | See technical support |
| Normal change | best effort | in consultation | 60 min | in consultation |
| Urgent change | best effort | in consultation | 60 min | 2 days |
Directly apply for Extended SLA
Would you like to apply directly for Extended SLA on your existing plan, or do you have any questions? Please contact one of our account managers on 024 820 00 00 or send an e-mail to info@savvii.com or fill in the form below and we will contact you.
Call-back request
“After 5 years of working together, I can safely state that we place our sites at Savvii with confidence.”
- Roderick van Straten, Head of web agency Heers
No words, just results
Avg. response time <40 min
No. of support channels 4
In-house engineers 26
Reviewscore 4.9
Frequently asked questions
When is an SLA included by default?
We provide an SLA as standard with our Premium Web hosting and Premium E-commerce hosting hosting plans.
Do I also need to purchase backups with an SLA?
No, that is not necessary. We automatically make daily backups for all your websites. These back-ups are stored offsite for 7 or 30 days, depending on the plan. Standard with one backup restore per day. Our Managed plans have a 7-day retention period. Our Premium plans have a 30-day retention period.