SLA or Acuerdo de Nivel on watch is the policies to offer an opportune service for all the requirements. This means that is prioritized has a critical event over that has an event of low priority. Our integral service of support (chat, telephone, ticket, email) allows to quickly take care of and to give to solution to problems or restlessness.
Response time: Up to 24 hours capable 8:00 - 18:00 (GMT-5)
Subjects: Nonbloqueantes office staff, payments, sales or of the contracted service.
Examples:
Response time: Up to 12 hours capable 8:00 - 18:00 (GMT-5)
Subjects: Related to the content of the client and that is of domain and responsibility of the client.
Examples:
Response time: up to 4 hours Capable 8:00 - 18:00 (GMT-5)
Subjects: Support for bloqueantes events of the administrative platforms.
Examples:
Response time: Immediate by line in emergency.
Subjects: Support by an important service (Web, mail, DNS, BBDD) does not work and harms to an important number of users.
Examples:
1. Availability
Monday through Friday of 7:00 to 21:00 (GMT-5)
* it does not include holidays in Colombia.
2. Subjects of attention
Technical support, Sales and Invoicing
1. Availability
Monday through Friday of 8:00 to 12:00 and 14:00 to 18:00 (GMT-5)
* it does not include holidays in Colombia.
2. Subjects of attention
Technical support, Sales and Invoicing
1. Availability
24 /7/365.
2. Subjects of attention
Technical support, Sales and Invoicing
1. Availability
This line is 24/7 and the cases of critical priority are handled only
2. Subjects of attention
Cases critics:
- Problems of network (it does not respond ping)
- Unavailable servant by overload (he does not respond ping)
- Unavailable servant by memory, CPU and use of network (he does not respond ping)
- Failure in hardware (it does not respond ping)
* the use of this line does not have any cost in cases of events of critical priority. In case it is used in cases of priorities different from critics generates an additional value in his account.
1. Availability
Monday through Friday of 8:00 to 18:00 (GMT-5)
* it does not include holidays according to calendar of Colombia.
2. Subjects of attention
Technical support, Sales
This information of technical attendance does not have to be considered in any case as a binding agreement and the same does not constitute this agreement, but it is defined some you rule of levels of attendance in MyServletHosting propose for the services offered by the company.
This information is subject to changes at any time to exclusive criterion of MyServletHosting and without previous warning.