SLA policies

Priorities of services of support and response times

Low priority

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:

• - Questions on nonbloqueantes subjects of the contracted service.

Average priority

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:

• - Events and restlessness related to the content of the website and nonbloqueantes servers.
• - Certificate activation SSL
• - Redirections, errors of the side of the content as 500, 404 and others.
• - Full discs, reached bandwidth. Support in operations of maintenance.

High priority

Response time: up to 4 hours Capable 8:00 - 18:00 (GMT-5)
Subjects: Support for bloqueantes events of the administrative platforms.
Examples:

• - Not to be able to authenticate itself in cPanel, Clients Area, Centova, Virtualizor or another panel of administration
• - Blockade of IP by erroneous configuration of mail or to try to authenticate several times with an incorrect password.

Critical priority

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:

• - 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)

Availability of the support channels

CHAT in www.myservlethosting.com

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

Telephone +57 3024459578

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

TICKET in www.myservlethosting.com/members

1. Availability
24 /7/365.
2. Subjects of attention
Technical support, Sales and Invoicing

Telephone Emergency +57 3005521260

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.

Ll¡mame service

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.