Office SLA
Our Office SLA is designed for customers who require reliable support during business hours. Unlike traditional SLAs that use static uptime percentages, the Office 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
Our response priority is based on the severity of the issue. For the Office SLA, all support, including for critical incidents, is provided during office hours.
| 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. | Office hours | Within 1 hour | Within 4 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 8 hours |
| P3 - Standard | Service requests, questions, or minor issues with no Error Budget consumption. | Office hours | Best effort | N/A |
Office hours: Monday to Friday, 9:00 AM to 5:00 PM (CET/CEST), excluding public holidays.
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 an Office SLA are requested to contact us only during office hours.