Always SLA
Our Always SLA is designed for customers who need the highest level of availability and performance. Unlike traditional SLAs that use static uptime percentages, the Always SLA is built on modern Site Reliability Engineering (SRE) principles to provide a more dynamic and transparent measure of service health.
For more details on how our Office and Always SLA works, see the SLA explained guide.
This SLA is exclusively available for the following services on environments were High Availability is enabled:
- Managed Dedicated CloudÂ
- Managed Shared Cloud
Incident response
The urgency of our response is directly tied to the impact on your service, as measured by the Burn Rate.
| Priority | Impact | Response availability | Response Time | Target Fix Time |
|---|---|---|---|---|
| P1 - Critical | Complete loss of business-critical functions or a High Burn Rate where the Error Budget is being exhausted rapidly. | 24/7 | Within 1 hour | Within 2 hours |
| P2 - Elevated | Incidents with minimal immediate consequences but a Positive Burn Rate, or where a workaround is available. The Error Budget is being consumed, but not at a critical pace. | Office hours | Within 1 hour | Within 4 hours |
| P3 - No Burn | Service requests, questions, or minor issues with no Error Budget consumption. | Office hours | Best effort | N/A |
How to get help
| Incident type | Contact method | Availability |
|---|---|---|
| Priority 1 incidents | Phone: +31 (0)85 743 0371 | 24/7 |
| P2/P3 & general support | Personal Slack channel or Phone: +31 (0)85 743 0370 | Office hours |