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ČeštinaService Level Agreement (SLA)
We approach your requests in accordance with the defined conditions in our agreement, ensuring the highest quality of services we provide. If you wish to change your SLA category, do not hesitate to contact our sales department.
Categories of Incidents and Malfunctions:
Critical: Malfunction of basic infrastructure and system services
Non-critical: Other malfunctions not falling into the “Critical” category.
SLA 1
Description |
Critical |
Non-critical |
|---|---|---|
| Remote response time | 1 hour | 10 hours |
| On-site response time | 5 hours | next business day |
| Repair time | 24 hours | 2 days |
| Operating hours | Mon – Fri: 8 am – 6 pm Sat + Sun: 9 am – 6 pm (for critical issues only) |
– |
SLA 2
Description |
Critical |
Non-critical |
|---|---|---|
| Remote response time | 4 hours | next business day |
| On-site response time | next business day | 7 days |
| Repair time | 72 hours | 10 days |
| Operating hours | Mon – Fri 8 am – 6 pm | – |
SLA 3
Description |
Critical |
Non-critical |
|---|---|---|
| Remote response time | next business day | N/A |
| On-site response time | N/A | N/A |
| Repair time | N/A | N/A |
| Operating hours | Mon – Fri: 8 – 18 | – |
SLA 4 – mimo ČR
Description |
Critical |
Non-critical |
|---|---|---|
| Remote response time | 1 hour | 10 hours |
| On-site response time | next business day | 7 days |
| Repair time | 48 hours | 10 hours |
| Operating hours | Mon – Fri: 8 am – 6 pm | – |
SLA 5 – mimo ČR
Description |
Critical |
Non-critical |
|---|---|---|
| Remote response time | next business day | 3 business days |
| On-site response time | 3 business days | 7 days |
| Repair time | N/A | N/A |
| Operating hours | Mon – Fri: 8 am – 6 pm | – |
Validity from February 1st, 2023.
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