| Self service reboot |
|
|
|
| Email support |
|
|
|
| Live chat support |
|
|
|
| Phone support |
|
|
|
| Support hours |
Working hours (9-17 CET) |
24/7 |
24/7 |
| Response time |
"Best Effort" |
2 hours during office hours/8 hours outside office hours |
1 hour during office hours/8 hours outside office hours |
| Monitoring and uptime reporting |
|
|
|
| Check frequency every 3 minutes |
Check frequency every 1 minute |
| Email and/or SMS notifications |
|
Smart Hands (?)
|
|
30 minutes/month |
60 minutes/month |
| Load balancing |
No support |
Implementation, monitoring and support for HTTP(S) load balancing |
Extended support for load balancing including off-site DR (Disaster Recovery) and quarterly DR simulation exercises |
| Availability |
No guarantee |
99.95% server uptime guarantee |
99.99% server uptime guarantee |
|
For every verified hour that your VM(s) are unreachable outside the guaranteed availability rate, you will be eligible for a credit to the value of 1 day of fees for the affected VM(s), up to a maximum of 50% of the total monthly cost of the VM(s) per incident.
|
|
Support plans cover all VMs and services under your Myvm account.
|
