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Service Level Agreement
Standard SLA is included with all servers ordered in Swiftway.
Swiftway gives certain response time guarantees.
STANDARD SLA
Regular SLA included
with all ordered servers
HARDWARE REPLACEMENT
within 90 Minutes Compensation
20% credit for the affected service if we fail to replace it in time. 90 Minutes is the longest time our clients have to wait for Swiftway to replace broken hardware parts. 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 15 minutes Compensation
10% credit for the affected service if we fail to respond in time Swiftway makes the guarantee that the first respond 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.
TICKET UPDATE FREQUENCY
within 2 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 2 hours. The time is measured from the last moment we responded to the ticket.
TICKET UPDATE
FREQUENCY
HARDWARE
REPLACEMENT
FIRST
RESPONSE
10% credit
for affected service
20% credit
for affected service
10% credit
for affected service
Credits issued per month cannot exceed 100% / month.
PREMIUM SLA
Optional upgrade, stricter SLA, not standard
included - .
HARDWARE REPLACEMENT
within 30 Minutes Compensation
30% 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. 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 15 minutes Compensation
20% credit for the affected service if we fail to respond in time Swiftway makes the guarantee that the first respond 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.
TICKET UPDATE FREQUENCY
within 1 hour Compensation
20% 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.
TICKET UPDATE
FREQUENCY
HARDWARE
REPLACEMENT
FIRST
RESPONSE
20% credit
for affected service
30% credit
for affected service
20% credit
for affected service
Credits issued per month cannot exceed 100% / month.
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