service level agreement (SLA)
The Service Level Agreement corresponds to Utixo's commitment to making service available beyond planned and scheduled maintenance operations
Standard VPS Server
The standard VPS platform is designed to ensure fail-safe stability and availability, renting one of our virtual servers therefore guarantees service continuity with a parameter of 99.9% and covers the HW infrastructure part, internet connectivity and power supply.
There is provision for a penalty if this percentage is exceeded upon request. Specific monitoring tools for calculating the same Service Level Agreement (SLA) are provided upon agreement with the customer.
Downtime is considered to be the time in which a client is unable to reach its server via a ping or traceroute command; the SLA does not include any malfunctions of the software installed on the servers in case the same is not provided/managed by Utixo.
They are excluded from the Service Level Agreement calculation:
- Routine maintenance
- Application issues on VPS not managed by Utixo
- Errors on the part of the client (accidental deletions, etc.)
- Fortuitous event or force majeure
- External causes beyond ServerWeb's control
In the case of problems, the standard SLA is to resolve problems within 2 hours in 98% of cases, within 6 hours in 2%.
It is possible to agree on different and specific SLAs designed on customer needs.
Cloud VPS Server
The Cloud VPS platform is fully redundant and based on openstack architecture therefore HW failure-proof, renting one of our virtual servers therefore guarantees service continuity with a parameter of the 99.999% covering the HW infrastructure and internet connectivity part with the exclusion of the customer-owned application part.
There is provision for a penalty if this percentage is exceeded upon request. Specific monitoring tools for calculating the same Service Level Agreement (SLA) are provided upon agreement with the customer.
Downtime is considered to be the time in which a client is unable to reach its server via a ping or traceroute command, the SLA does not include any malfunctions of the software installed on the servers in case the same is not provided/managed by ServerWeb.
In the case of problems, the standard SLA is to resolve problems within 2 hours in 100% of cases.
They are excluded from the Service Level Agreement calculation:
- Routine maintenance
- Application issues on VPS not managed by Utixo
- Errors on the part of the client (accidental deletions, etc.)
- Fortuitous event or force majeure
- External causes beyond ServerWeb's control
It is possible to agree on different and specific SLAs designed on customer needs.
