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Basic SLA

Our Basic SLA is our entry-level support tier, designed specifically for non-critical workloads, development environments, and cost-efficient hosting.

Under this agreement, we provide support on a "Best-Effort" basis. This means that while our team will strive to resolve issues as quickly and efficiently as possible, this tier does not include guaranteed response times or financial compensation for downtime.

This SLA is available for the following services

  • Managed Dedicated Cloud
  • Managed Shared Cloud
  • Managed DirectAdmin
  • Managed CloudPanel

What is included?

Our Basic SLA ensures your environment is managed and maintained with the following standard features:

  • Best-effort support: Access to our technical team during standard office hours. We prioritize inquiries based on severity, but strict resolution times are not guaranteed.
  • System health monitoring: We actively monitor the general health of your server (CPU, RAM, Disk usage). Alerts generated outside of office hours will be reviewed and resolved the following business day.
  • Standard security hardening: Implementation of essential security measures, including firewall configuration and basic intrusion detection, to keep your server safe.
  • Weekly system maintenance: Routine operating system and software package upgrades are performed weekly to ensure stability and performance.
    • Only relevant for Managed DirectAdmin and Managed CloudPanel.
  • Critical security patching: Immediate application of critical security patches to system components whenever urgent vulnerabilities are discovered, regardless of the weekly schedule.
  • Daily backups: We perform a backup of your system every 24 hours to ensure data recoverability in the event of data loss.

Maintenance windows

To keep your services secure and up-to-date, we perform regular maintenance. Weekly system maintenance is always scheduled on Tuesday morning, starting 07:00 until 08:00. Other scheduled maintenance happens during office hours.

How to get help

Incident type Contact method Availability
All incidents & general support Personal Slack channel or Phone: +31 (0)85 743 0370 Office Hours

Customers with a Basic SLA are requested to contact us only during office hours.