Basic SLA

BASIC SLA

HARDWARE REPLACEMENT

within 12 hours Compensation 5% credit for the affected service if we fail to replace it in time.

12 hours is the longest time our clients with basic SLA should have to wait for Swiftway to replace broken hardware parts or provide a replacement server, in case of hardware failure. The time is measured from the moment we completed troubleshooting a reported issue and determine that the issue is hardware related. The time is measured from the moment we completed troubleshooting a reported issue and determine that the issue is hardware related.


FIRST RESPONSE TO SUPPORT TICKET

within 90 minutes Compensation 5% credit for the affected service if we fail to respond in time

Swiftway makes the guarantee that the first response to a ticket is always within 90 minutes. The time is measured from the minute your ticket is received by our system and a ticket number is issued to you.


HARDWARE
REPLACEMENT
FIRST
RESPONSE
12 hr90 min
10% credit for affected service 10% credit for affected service
Credits issued per month cannot exceed 100% / month.