Service Level Agreement (SLA)

Description

Leaseweb’s SLAs guarantee additional security to your servers, and are particularly valuable for businesses that demand the highest levels of performance and uptime for their applications and websites.


Contents

Service Level Agreements (SLAs)

When you entrust your service to Leaseweb, we take it seriously. All dedicated servers are protected with a Basic Service Level Agreement, ensuring the following key components at no additional cost:

  • Hardware checks for failure - including memory, processor, and hard drives (based on request)
  • Replacement of broken hardware
  • Return of hardware to its original provisioned setup, including OS
  • Root password reset and boot loader repair
  • Correction of network stack issues to restore connectivity

In addition to the Basic SLA benefits, you can take advantage of additional services by securing your server with one of our Extended SLAs

The support for all the SLA packages can be extended further with our Advanced Support.

Extended SLAs

While the Basic SLA satisfies most customer needs, we offer extended Service Level Agreements to customers running critical applications and websites. An upgraded SLA provides faster response time, priority access to our certified engineers, and reduced hourly rates for advanced support. 

Technical support and initial response times

Various levels of technical support and the initial response time are based on the SLA levels described below:


Leaseweb Netherlands B.V.Leaseweb Deutschland GmbHLeaseweb UK Ltd.Leaseweb USA, Inc.Leaseweb Asia Pacific Pte. Ltd. Leaseweb Hong Kong Ltd.Leaseweb Australia Pty. Ltd.Leaseweb Japan K.K.
Free phone support24/724/724/724/724/724/724/724/7
Response time






Basic

12 hrs12 hrs12 hrs12 hrs12 hrs12 hrs12 hrs12 hrs

Bronze

4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs

Silver

2 hrs2 hrs2 hrs2 hrs2 hrsN/AN/AN/A

Gold

1 hr1 hr1 hr1 hr1 hrN/AN/AN/A

Platinum

30 mins30 mins30 mins30 mins30 minsN/AN/AN/A
Hardware replacement





Basic

24 hrs24 hrs24 hrs24 hrs24 hrs24 hrs24 hrs24 hrs

Bronze

4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs4 hrs

Silver

3 hrs3 hrs3 hrs3 hrs3 hrsN/AN/AN/A

Gold

2 hrs2 hrs2 hrs2 hrs2 hrsN/AN/AN/A

Platinum

2 hrs2 hrs2 hrs2 hrs2 hrsN/AN/AN/A
Customer Portal access

Dedicated Server & VPS per month

Basic

Included in serviceIncluded in serviceIncluded in serviceIncluded in service

Included in service

Included in service

Included in service

Included in service

Bronze

€ 29€ 29£ 24$ 39

SGD 49.00

HKD 269.00

AUD 47.00

JPY 3.600

Silver

€ 49€ 49£ 41$ 59

SGD 79.00

N/A

N/A

N/A

Gold

€ 79€ 79£ 66$ 99

SGD 129.00

N/A

N/AN/A

Platinum

€ 119€ 119£ 100$ 129

SGD 189.00

N/A

N/AN/A

Advanced Support included*

Basic

--------

Bronze

30 mins30 mins30 mins30 mins30 mins30 mins30 mins30 mins

Silver

60 mins60 mins60 mins60 mins60 minsN/AN/AN/A

Gold

90 mins90 mins90 mins90 mins90 minsN/AN/AN/A

Platinum

120 mins120 mins120 mins120 mins120 minsN/AN/AN/A

Advanced Support per hour

Basic

€ 99€ 99£ 83$ 129

SGD 169.00

HKD 929.00

AUD 159.00

JPY 12.375

Bronze

€ 89€ 89£ 75$ 119

SGD 159.00

HKD 829.00

AUD 147.00

JPY 11.125

Silver

€ 79€ 79£ 66$ 109

SGD 149.00

N/AN/AN/A

Gold

€ 69€ 69£ 58$ 99

SGD 139.00

N/AN/AN/A

Platinum

€ 59€ 59£ 50$ 89

SGD 129.00

N/AN/AN/A

5 vCPUs for Private Cloud per month

Basic

Included in serviceIncluded in serviceIncluded in serviceIncluded in service

Included in service

NA

NA

NA

Bronze

€ 35€ 35£ 29$ 45

SGD 79.00

NA

NA

NA

Silver

€ 50€ 50£ 42$ 62.50

SGD 166.00

NA

NA

NA

Gold

€ 75€ 75£ 63$ 95

SGD 254.00

NA

NA

NA

Platinum

€ 100€ 100£ 84$ 125

SGD 340.00

NA

NA

NA

* Support minutes per month and do not transfer to the next month

Upgrading SLA

Leaseweb offers different Service Level Agreements: Basic (included with all dedicated servers at no additional cost), Bronze, Silver, Gold, and Platinum. Chat with one of our sales specialist to find more about our SLAs, or log in to the Leaseweb Customer Portal to instantly upgrade your SLA.

Benefits of upgraded SLAs

As your business expands, the need for high availability and committed support increases manifold. As your hosting provider, we understand the escalating demands and try to keep you abreast with services designed to meet them.

By upgrading your SLA, you benefit from faster response times, priority access to our certified engineers, reduced hourly rates for advanced support and free advanced support minutes – all at a competitive price. We have multiple SLAs for various business types encompassing numerous support needs. We take care of setup, configuration, OS updates, maintenance, firewalls – providing a secure environment  for your business-critical operations.




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