Service Level Agreement

Overview of SLA Benefits:

– 100% Network Uptime Guarantee

– Response Time Guarantee: within 1 hour

– 24/7 Network Monitoring

– Prompt Replacement of Faulty Hardware

Definitions:

1.1 Service Level Agreement (SLA): The commitment between Telemagic B.V. and its clients.
1.2 Agreement: Written, emailed, or orally confirmed arrangements that facilitate the delivery of services from Telemagic to its clients.
1.3 Services: Detailed offerings available through Telemagic, IaaS and Dedicated Servers.
1.4 Maintenance: Routine and emergency maintenance activities within Telemagic’s infrastructure.
1.5 Customer(s): Legal entities or individuals engaged in services with Telemagic.
1.6 Network: The physical and software-based components that provide internet connectivity in Telemagic’s facilities.
1.7 Telemagic: The entity providing the services, based in Utrecht and registered under Dutch commercial regulations.
1.8 Server Spaces: Designated areas in Telemagic’s facilities where services are provided.
1.9 Average Repair Time: The average duration needed to address and resolve customer issues.
1.10 Working Days: Monday through Friday, 9:00 AM to 5:30 PM CET/CEST, excluding Dutch public holidays.
1.11 Response Time: The interval from issue reporting to the commencement of remedial action by Telemagic.
1.12 DDoS Attack: Disruptive traffic overflow caused by multiple external machines targeting a single system.

Service Availability and Uptime Commitment:

– Services are operational 24/7.
– We guarantee 100% availability of our network and power systems, excluding scheduled maintenance and uncontrollable external factors.

Discounts for Non-Compliance:

– If network uptime falls below 100%, discounts apply to monthly service fees for IaaS and Dedicated Servers, calculated as follows within office hours:
– 100% Uptime: No discount.
– 99.90%: 10% discount.
– 99.80%: 20% discount.
– 99.70%: 30% discount.
– 99.60%: 40% discount.
– 99.50%: 50% discount.
– 99.40%: 60% discount.
– 99.30%: 70% discount.
– 99.20%: 80% discount.
– 99.10%: 90% discount.
– Below 99.00%: Full monthly payment refunded.
– Discounts are applicable upon ticket submission within five working days of the issue.

Scheduled Maintenance:

– Regular maintenance is planned for Tuesday nights from 23:00 to 06:00 CET/CEST.
– Urgent maintenance updates will be pre-announced by email.

Response Times:

– Managed Servers: 1-hour response time.
– Unmanaged Servers: 8-hour response time.

Monitoring:

– Managed Servers are monitored around the clock using automated systems that alert customers to significant changes.

Backups:

– Managed Server plans include 100GB of default backup capacity, pre-configured for optimal protection.

Customer Support:

– Our support team is available via email, chat, and phone to assist with any inquiries or issues you may encounter.