Service Level Agreement (SLA)

Complement your Managed product from nine with an
SLA and get valuable guarantees and services.

A Service Level Agreement (SLA) regulates recurring services, as well as the scope and quality of these services, between the customer and service provider in writing. The aim is to set out the agreed services in a transparent way and to offer additional guaranteed services, such as shorter reactions times or application monitoring.

Challenges faced by our customers
with Service Level Agreements (SLA)

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Guaranteed Service

You want your application to be reliably accessible at all times. That's why you want a guarantee from your managed service provider that they will attend to your problem in an emergency and perform the services exactly as agreed in advance. That way both parties know what they can do and expect, leaving you safe in the knowledge that you can focus on your core business.

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Our Service Level Agreements (SLA) offer additional valuable guarantees for the operation of a Managed product by nine. In addition to minimising guaranteed reaction times, they also include an increase in guaranteed availability to 99.9%. Application monitoring (available from SLA50 up) also reliably checks whether your application is available and working in the way you want it to.

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Tailored to you

You do not want generic protection, but a Service Level
Agreement that is tailored to you, your application and your needs. You want to determine the measures that are to be taken yourself and stipulate at what point you should be involved.

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We want you to feel confident. To make sure that we can
always guarantee this, you are given preferential treatment in every situation with our Service Level Agreement (SLA). We also draw up your individual escalation and action plan with you. These plans stipulate precisely how our engineers should proceed in the event of a problem.


Which services do SLAs from nine offer?

Our Service Level Agreements (SLA) are available on four different levels, whereby the SLA Basic is already included with all of our Managed products.

Basic
SLA50
SLA75
SLA90
Guaranteed availability
-
99,50%
99,75%
99,90%
Guaranteed reaction time
-
Yes
Yes
Yes
Preferential treatment
-
Yes
(Priority level 3)
Yes
(Priority level 2)
Yes
(Priority level 1)
Uptime
(excl. maintenance windows)
-
Every day
06am - 12 midnight
24x7
24x7
Maintenance window
Every week Monday to Tuesday between 12am and 2am
Monitoring interval
-
5 minutes
5 minutes
5 minutes
Evaluation
-
Access to external monitoring
Load testing and performance analysis
According to time spent
According to time spent
According to time spent
Included
(4 hours annually)
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The Service Level Agreements can be included as an option with the following products:
Managed AWS Cloud
Managed Container
Managed Cluster
Managed Server

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Are you interested in comprehensive protection with an SLA or do you have any questions about our Managed solutions?

Then get in touch!

+ 41 44 637 40 00
Email