Aftale om serviceniveau (SLA)

Aftale om serviceniveau (SLA)

Our Service Level Agreement (SLA) outlines our commitments to clients.

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Vi vil gerne sikre os, at du har alle de oplysninger, du har brug for. Vi tilbyder oversættelser af vores juridiske aftaler og politikker for at gøre det lettere for dig, men husk, at den engelske version er den officielle og mest præcise. Oversættelser er kun til for at hjælpe dig med at læse og forstå bedre, men de har ingen juridisk vægt. Hvis der nogensinde opstår en misforståelse, er det den engelske version, der tæller.

Hardware Replacement Service Level Agreement (SLA) – Dedicated Services Only

Pladinum assures clients that, in the event of a hardware failure on dedicated servers, the defective component will typically be replaced within 30 minutes of problem identification. Should this timeframe not be adhered to, Pladinum will provide a credit equivalent to ten times the total duration of additional downtime as recorded by our service monitoring systems. However, the total compensation will not surpass the customer’s monthly recurring charge. Please note that this guarantee excludes any time necessary for supplementary software-related maintenance, such as restoring web accounts from backups, cloning hard drives, reinstalling the operating system, configuring applications, or reconstructing RAID arrays.

Network Uptime Service Level Agreement (SLA) – All Services

Pladinum provides a guarantee of network uptime at 100%. This assurance ensures that all significant routing devices within our network are accessible from the global internet at all times without exception.

Network Service Level Agreement (SLA) Exclusions
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Ikrafttrædelsesdato: 23. april 2024
Senest ændret dato: 23. april 2024