Service Level Agreement
For your Virtual Private Server(s) (VPS)
In the Service Level Agreement, we have defined the level of service we provide. Whether it's a single server with business-critical applications or a cluster consisting of dozens of servers. We like clarity and we like to make agreements so that we know where we stand on both sides. We make agreements about performance standards (such as Uptime, Recovery Time and Support Service Windows), responsibilities and procedures and how to handle incidents. In this way, we are guaranteed to be there for you!
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A Service Level Agreement with OXXA.com
A Service Level Agreement (SLA) is a contract that we enter into with our partners (resellers). In this document we make agreements about, among other things, quality, performance and availability of your Virtual Private Servers. With an SLA we also give direction to mutual expectations, possible rights and obligations and responsibilities of and on both sides. With a Service Level Agreement, we also have a reference point for measuring and maintaining the quality of our services!
It better be clear, right?
Want to know more about a Service Level Agreement with OXXA.com?
Get in touch with us!Why a Service Level Agreement (SLA)?
So in a Service Level Agreement we lay down what we can expect from each other when it comes to our services. As soon as we agree on a certain Service Level we will give you a separate telephone number and e-mail address that you can use in case of incidents. This phone number and e-mail address gives you priority over customers who have no or a lower Service Level.
A Service Level Agreement as a reseller
Because we make clear agreements about the quality of our services, performance and availability, you in turn, as a reseller, can also communicate better and more clearly with your clients.
An SLA provides clear and transparent expectations to your customers.
With an SLA, trust and your credibility are boosted.
A well-defined SLA demonstrates your commitment to customer satisfaction.
Our Service Levels
Our Service Level Agreement is designed to give you and your customers the peace of mind you need. Below are the principles of our Service Levels. We briefly review the most important points:
Uptime Guarantee
We guarantee a minimum uptime of 98.5% for our Virtual Private Servers service. This uptime increases to a guaranteed 99.99% with Service Level Platinum. This uptime guarantee means that your customers can count on maximum availability of their websites and other web applications.
Response times
Per Service Level, we specify the maximum response times for handling technical support questions. This ensures on your end that your customers are helped quickly and efficiently when they need help.
Maintenance windows
We perform regular maintenance at regular intervals. We communicate clearly about this scheduled maintenance. We will also inform you if the maintenance has an impact on the availability of the VPS(es). That way you can communicate this clearly to your customers.
Service Levels
We define the availability and response times of our Service Levels. This ensures that your customers can rely on timely and expert assistance when they need it.
Close an SLA immediately
We understand better than anyone the importance of a well thought out Service Level Agreement. That's why we strive to provide an SLA that meets your customers' needs and supports your business. We want to provide high-quality VPS services and excellent customer support. Only in this way can you concentrate on growing your reseller business.
Contact us today to discuss how our SLA can strengthen your reseller business and give your customers maximum peace of mind. Together we can create a win-win situation and increase your success as a reseller of VPS services.
Want to know more about our Service Level Agreements?
Get in touch with us!