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Cloud Service Level Agreement
Download our complete
Service Level Agreement
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| SLA Bronze | SLA Silver | SLA Gold | ||||||
| Prices | € 0 | € 50,00 | € 200,00 | |||||
| Telephone Support | ||||||||
| critical 24/7* |  |
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| non-critical** | 9h-18h | 9h-18h | 9h-18h | |||||
| *The functioning of your server is disrupted. | ||||||||
| **Any problem that does not fully disrupt the functioning of the server. | ||||||||
| Support | ||||||||
| Basic support* | |
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| Senior 2nd line** |  |
incl. 30'/month | incl. 120'/month | |||||
| *Problems which can be solved by the helpdesk via telephone or e-mail within 30 minutes during business hours. | ||||||||
| **Problems which require the intervention of 2nd and 3rd line system administrators. | ||||||||
| Intervention Time | ||||||||
| critical | 1 hr | 30' | 15' | |||||
| non-critical | NBD | 8 hr | 4 hr | |||||
| Monitoring | ||||||||
| via email to you | |
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| via sms to you | |
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| via sms to you & Nucleus | |
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| Backups | ||||||||
| System backup* | |
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| Files backup | |
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| Backup check** | |
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| Restore*** | |
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| *Backup intervals and retention times to be defined in wizard. Backup failures to be monitored by the customer. | ||||||||
| **Backup jobs are monitored by Nucleus and in the event of failures manually restarted. | ||||||||
| ***Restoration of a file or system from a particular backup (max 1 per month included with GOLD). | ||||||||
| Firewalling | ||||||||
| Basis* | |
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| Advanced** | |
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| *Each server is protected against DDOS attacks, floods and port scans. | ||||||||
| **A Nucleus security engineer determines together with the customer the best port protection for his server and implements this on a dynamic firewall. | ||||||||
| OS updates & patching | |
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| Critical OS updates are installed in consultation with the customer within the aggregate time; non-critical updates are installed at a time suitable for both parties. The customer is always notified in advance. | ||||||||
| Admin/root access | |
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| The customer will dispose of the root/admin password. With a Gold SLA this password is reserved for the Nucleus senior engineers. | ||||||||
| Console access | |
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| Access via Remote Desktop (max 2) or SSH. | ||||||||
| High availability/DRS | |
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| In the event of a system failure, the server is automatically started up on other hardware. | ||||||||
| Remote reboot | |
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| The customer has the possibility of giving his server a cold reboot remotely. | ||||||||
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