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 30 min 2 hours

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.