+31 (0)24 820 00 00

Extended SLA

With an Extended SLA, you can rest assured that we will offer you our excellent support even more effectively.

At Savvii, providing top-quality support is in our blood. Our >90% customer satisfaction rate is ample proof of this. We constantly measure our customers’ satisfaction with every form of support we provide.

In our standard SLA, we offer guarantees regarding e.g. our response time during incidents. Although we do not offer any guarantees concerning standard support requests, we do have strict internal standards in place.

If you want to make agreements about how quickly we respond to your requests, we offer an Extended SLA. The table below details the differences compared to our standard SLA:

Incident management (free)

Standard SLAExtended SLA
Answer Time:Resolution TimeAnswer Time:Resolution Time
Full outage of a VPS30 min2 hours15 min1 hour
Partial outage of a VPS or full outage of Shared1 hour4 hours30 min2 hours

Change management (paid)

Standard SLAExtended SLA
Answer Time:Resolution Time:Answer Time:Resolution Time:
Minor changesee technical supportsee technical supportsee technical supportsee technical support
Normal changebest effortin consultation2 hoursin consultation
Urgent changebest effortin consultation2 hours2 days

Support (free)

Standard SLAExtended SLA
Type:Answer Time:Resolution Time:Answer Time:Resolution Time:
Technicalbest effortbest effort1 hour6 hours
Financialbest effortbest effort4 hours2 days
Ordersbest effortbest effort2 hours1 day
Cancellationbest effortbest effort2 hours1 day
Salesbest effortbest effort2 hours1 day
Complaintsbest effortbest effort2 hours1 day

An Extended SLA can be added to an existing VPS service for a monthly rate of €79. The SLA’s duration is the same as that of your existing VPS service.

Our complete Extended SLA can be found online, so you can consult it at leisure.

If you have any further questions or if you want to sign an SLA right away, contact your account manager by calling 024-820 00 00 or by sending an email to info@savvii.eu.

Try 14 days for free?

Get a free trial

We work with:

  • Let's Encrypt Free SSL
  • New Relic
  • Varnish
  • Mandrill