| 24/7 Network Operations Center |
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| Self service reboot |
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| Email support |
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| Live chat support |
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| Phone support |
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| 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 |
Basic Checks |
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| Check frequency every 3 minutes |
Check frequency every 1 minute |
| Email and/or SMS notifications |
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Smart Hands (?)
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€20 per 15 minutes |
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 |
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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.
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Support plans cover all VMs and services under your Myvm account.
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