Service Level Agreements (SLA)

Server management plans

If you engage PCextreme to manage your servers we will set down the agreements made between us in a Service Level Agreement. We offer various options with respect to coverage, uptime guarantees and service.

You can engage PCextreme to take over the system management of your server(s), in part or in full, according to the provisions laid down in a Service Level Agreement. PCextreme supports a broad range of Linux-based operating systems. In addition, we have extensive expertise in maintaining the software used for running these platforms.

In the service we provide, we make a clear distinction between the server software and the application run on your machines. We provide full support for the former, but the latter will remain your responsibility. Of course, we will consult with you in order to tailor our system management to the application(s) you will be running.

Uptime Guarantee

Uptime guarantees can only be provided if the hardware platform on which your applications run allows this. Even if the system is managed meticulously, a machine can still physically be broken. Uptime guarantees can be given, for instance, on ‘High Availability (HA)’ platforms. These platforms have been designed with redundancy in mind and can intercept any hardware failures immediately.

SLA options

	SLA types
	8x5x4	24x7x4
24/7 monitoring
If your server is covered by a 24/7 Service Level Agreement, it is monitored 7 days a week, 24 hours a day. Our system engineers are notified by SMS when problems on your server occur.
24/7 service phone
Customers can report outages or disruptions in our services via a 24/7 phone number.
Maximum responsetime	4 hours	4 hours
The maximum response time within we respond to an incident occuring.
Included bundle of labor	60 minutes per month	90 minutes per month
Every Service Level Agreements includes a prepaid bundle of labor to provide proactive maintenance and service to be performed. This time is used to perform system maintenance and handle your service requests.
SSH access	limited	limited
SSH access is restricted to our system engineers or limited access is granted to selected users in consultation with our customers. In this way we ensure only qualified personnel is granted to make changes to the configurations.
Price per month	€ 79,95	€ 149,95
Price per month (incl. VAT)	€ 95,14	€ 178,44
more info

Would you like to make use of our expertise to manage your servers or mission critical platform? Contact our sales department or order an SLA directly in combination with products, such as a Virtual Private Server or a Dedicated Server.