ENTERPRISE SLAOptional upgrade, stricter SLA, not standard
within 30 Minutes Compensation 20% credit for the affected service if we fail to replace it in time.
30 Minutes is the longest time our clients have to wait for Swiftway to replace broken hardware parts or to 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.
within 15 minutes Compensation 10% 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 15 minutes. The time is measured from the minute your ticket is received by our system and a ticket number is issued to you.
within 1 hours Compensation 10% credit for the affected service if we fail to update you in time
Swiftway guarantees that the longest amount of time our clients will have to wait for an update on a open ticket while we are working on the ticket is 1 hours. The time is measured from the last moment we responded to the ticket.
|10% credit for affected service||20% credit for affected service||10% credit for affected service|