Support – SLA
Digitalberg also guarantees: Best server Performance, Great server features, Easy Configuration and Reliability.
Digitalberg guarantees best servers with excellent internet and service uptime that will that will enhance the quality of your website, as you will be provided with 100% Network and power uptime SLA.
OUR SERVERS ARE DEDICATED TO YOU.
| Contact Customer Service | |
|---|---|
| Support | Support ticket system |
| Support timing | 24/7 |
| Billing + Technical Support | |
| Guides/Tutorials/FAQ/Best Practice | Yes |
| Incident reporting | + 4 hours |
| Interventions outside the guarantee | Monday – Friday: 9am – 6pm |
| Diagnostic for intervention + quotation | £20.00 excl. VAT |
Guarantees and SLA
| Network | |
|---|---|
| Availability (SLA) | 99.95% |
| Level 1 without personalised diagnostic Example: server unavailable | |
| Intervention (GIT) | 1 hour |
| Guaranteed Repair Time (GRT) | GIT + 2 hours |
| Level 2 with personalised diagnostic Example: Abnormal service operation (excluding software configuration) | |
| Intervention (GIT | 12 hours |
| Guaranteed Repair Time (GRT) | – |
Refunds Policy*
| Incident Support Level 1 | |
|---|---|
| Penalty per hour of delay | 3% |
| Maximum penalty per month | 100% |
| Network | |
| Penalty per hour of delay | 3% |
| Maximum penalty per month | 100% |
| Refund | *Refund as a percentage of the monthly unit price. *Tickets opened by customers. *Refunds within 2 weeks |
| Interventions outside the guarantee | Monday – Friday: 9am – 6pm |
IOPS
