Summary of the various levels of service offered for each configuration :
| Essential | Zen | Serenity | |
| High availability | v | v | v |
| 100 Mbps internet access | v | v | v |
| SLA 99,8% | v | v | v |
| Monitoring | v | v | v |
| Firewall | v | v | v |
| One-off snapshot max. 3 yearly | v | v | v |
| Monitoring + | v | v | |
|
Monthly snapshot
2 months' storage
Monthly snapshot2 months' storage |
v | v | |
| Weekly snapshot 2 months' storage |
v | ||
| OS facilities management | v | ||
| Remote site snapshot |
v |
In accordance with our goal to provide quality service, we undertake to respond to all requests as quickly as possible:
| Response times * | |
| Create a new virtual machine |
Maximum 48 hours |
| Modify the OS configuration of the virtual machine | Maximum 2 hours |
| Start, restart or stop the virtual machine |
Maximum 2 hours |
| Scale virtual machine resources excluding storage |
Maximum 2 hours |
| Scale virtual machine resources for storage |
Maximum 2 hours |
| Change backup storage policy |
Maximum 24 hours |
| Virtual machine snapshot (excluding time required for copying) |
Maximum 4 hours |
| Restore the virtual machine using a snapshot |
Maximum 4 hours |
| Add, modify or delete firewall rules |
Maximum 4 hours |
* during working hours
Our levels of service are based on the following services:
| Monitoring |
|
- Monitoring agent on each virtual machine - High-security data centre - Redundant electricity supply and air conditioning - Security audit and monthly report - Guaranteed service availability: 99.8% - 24/7/365 e-mail and telephone technical support |
| Monitoring + |
|
- 24/7/365 supervision with e-mail and SMS alert - Backup machine snapshot every month (stored for 2 months) |
| Facilities management |
|
- Monitoring + - Backup machine snapshot every week (stored for 2 months) - OS configuration and administration management - OS configuration selection advice |