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.
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:
| NL | DE | UK | USA | SG | HK | AU | JAP | CAN | |
|---|---|---|---|---|---|---|---|---|---|
| Free phone support | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 | 24/7 |
| Response time | |||||||||
| Basic | 12 hrs | 12 hrs | 12 hrs | 12 hrs | 12 hrs | 12 hrs | 12 hrs | 12 hrs | 12 hrs |
| Bronze | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs |
| Silver | 2 hrs | 2 hrs | 2 hrs | 2 hrs | 2 hrs | N/A | N/A | N/A | 2 hrs |
| Gold | 1 hr | 1 hr | 1 hr | 1 hr | 1 hr | N/A | N/A | N/A | 1 hr |
| Platinum | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins | N/A | N/A | N/A | 30 mins |
| Hardware replacement | |||||||||
| Basic | 24 hrs | 24 hrs | 24 hrs | 24 hrs | 24 hrs | 24 hrs | 24 hrs | 24 hrs | 24 hrs |
| Bronze | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs | 4 hrs |
| Silver | 3 hrs | 3 hrs | 3 hrs | 3 hrs | 3 hrs | N/A | N/A | N/A | 3 hrs |
| Gold | 2 hrs | 2 hrs | 2 hrs | 2 hrs | 2 hrs | N/A | N/A | N/A | 2 hrs |
| Platinum | 2 hrs | 2 hrs | 2 hrs | 2 hrs | 2 hrs | N/A | N/A | N/A | 2 hrs |
| Customer Portal access | √ | √ | √ | √ | √ | √ | √ | √ | √ |
| Dedicated Server & VPS per month | |||||||||
| Basic | Included in service | Included in service | Included in service | Included in service | Included in service | Included in service | Included in service | Included in service | Included in service |
| Bronze | € 31,00 | € 31,00 | £29,00 | $41,00 | SGD 55,00 | HKD 284,00* | AUD 49,00* | JPY 3.780* | CAD 54,00 |
| Silver | € 53,00 | € 53,00 | £45,00 | $62,00 | SGD 89,00 | NA | NA | NA | CAD 81,00 |
| Gold | € 85,30 | € 85,30 | £73,10 | $104,00 | SGD 145,80 | NA | NA | NA | CAD 136,00 |
| Platinum | € 129,00 | € 129,00 | £110,00 | $156,00 | SGD 214,00 | NA | NA | NA | CAD 203,00 |
| Advanced Support included* | |||||||||
| Basic | – | – | – | – | – | – | – | – | – |
| Bronze | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins | 30 mins |
| Silver | 60 mins | 60 mins | 60 mins | 60 mins | 60 mins | N/A | N/A | N/A | 60 mins |
| Gold | 90 mins | 90 mins | 90 mins | 90 mins | 90 mins | N/A | N/A | N/A | 90 mins |
| Platinum | 120 mins | 120 mins | 120 mins | 120 mins | 120 mins | N/A | N/A | N/A | 120 mins |
| Advanced Support per hour | |||||||||
| Basic | € 99,00 | € 99,00 | £83,00 | $129,00 | SGD 169,00 | HKD 929,00 | AUD 159,00 | JPY 12.907 | CAD 169,00 |
| Bronze | € 89,00 | € 89,00 | £75,00 | $119,00 | SGD 159,00 | HKD 829,00 | AUD 147,00 | JPY 11.604 | CAD 159,00 |
| Silver | € 79,00 | € 79,00 | £66,00 | $109,00 | SGD 149,00 | NA | NA | NA | CAD 149,00 |
| Gold | € 69,00 | € 69,00 | £58,00 | $99,00 | SGD 139,00 | NA | NA | NA | CAD 139,00 |
| Platinum | € 59,00 | € 59,00 | £50,00 | $89,00 | SGD 129,00 | NA | NA | NA | CAD 129,00 |
| 5 vCPUs for Private Cloud per month | |||||||||
| Basic | Included in service | Included in service | Included in service | Included in service | Included in service | NA | NA | NA | Included in service |
| Bronze | € 37,50 | € 37,50 | £32,50 | $44,00 | SGD 89,00 | NA | NA | NA | CAD 58,00 |
| Silver | € 54,00 | € 54,00 | £46 | $63,00 | SGD 187,60 | NA | NA | NA | CAD 82,00 |
| Gold | € 81,00 | € 81,00 | £69,50 | $94,50 | SGD 287,00 | NA | NA | NA | CAD 123,00 |
| Platinum | € 108,00 | € 108,00 | £92,50 | $126,00 | SGD 384,20 | NA | NA | NA | CAD 164,00 |
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 specialists to find out 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, and firewalls – providing a secure environment for your business-critical operations.
