SLAs with Combell
additional guarantees on top of our service
Migrating your server to an external location must be done with the utmost care.
Combell takes the strictest precautions on the market, from the network cables up to the data centre. If you want additional guarantees on top of your servers with Combell, you can choose to sign a Service Level Agreement (SLA) with us.
Our SLAs guarantee, among other things, 24/7 monitoring and proactive adjustments when necessary. This way, we guarantee you optimal availability and recovery guarantees with short response times.
Thanks to our SLAs, your company can count on the following advantages:
- Very high availability
- 24/7 monitoring and proactive adjustments
- Recovery guarantees within the agreed period
- Generous compensation if things go wrong
Why choose an SLA?
A Service Level Agreement defines the terms of the agreement between you and Combell. This way, you can be sure that you will get guaranteed solutions within a specified response time.
Thanks to our robust infrastructure, we can provide excellent services with all our servers: when you turn to Combell, you will always get an efficient solution tailored to your needs. An SLA gives you additional service guarantees.
Depending on the SLA you have chosen, you will also enjoy better access to our server support and your servers will be monitored more closely. Additionally, you can choose an SLA (SLA Pro) that includes additional testing of your servers (peaks + security).
Our SLA packages
Combell offers a variety of SLA packages. Our experts will help you decide whether you can use an SLA and which package is best suited to the needs of your company.
Start |
Start+ |
Basic |
Plus |
Pro |
|
|---|---|---|---|---|---|
| Support & Guarantees | |||||
| Always online guarantee | 99,999% | 99,999% | 99,999% | 99,999% | 99,999% |
|
Emergency number Priority phone number for reporting business-critical incidents |
|||||
| Direct contact with system engineers | |||||
| Support for non-critical issues | Infrastructure only |
Infrastructure only |
Weekdays 9 AM – 5 PM |
Weekdays 9 AM – 5 PM |
24/7 |
|
Response time In case of business-critical incidents |
Reasonable effort | Reasonable effort | < 30 min Infrastructure 24/7 Application 9 AM – 5 PM |
< 15 min 24/7 |
< 15 min 24/7 |
|
Recovery time In case of business-critical incidents |
Reasonable effort | Reasonable effort | < 1 h Infrastructure 24/7 Application 9 AM – 5 PM |
< 30 min 24/7 |
< 30 min 24/7 |
| Monitoring & Testing | |||||
| Monitoring | Alerts sent to you |
Alerts sent to us Processing 9 AM – 5 PM |
Alerts sent to us Processing 24/7 |
Alerts sent to us + 2 colleagues Processing 24/7 |
|
|
NOC - Infrastructure 24/7 Follow-The-Sun Network Operations Centre |
|||||
|
NOC - Business-critical processes 24/7 Follow-The-Sun Network Operations Centre |
Weekdays 9 AM – 5 PM |
||||
| Performance monitoring | Optional | Optional | |||
|
Stress testing Advanced services |
|||||
|
Security testing Advanced services |
|||||
|
Security audit Advanced services |
|||||
| Security | |||||
| Patch management | |||||
| Backup management | |||||
| Firewall | |||||
| DDoS protection | |||||
|
SSL VPN two-factor authentication |
Optional | Optional | Optional | Optional | Optional |
24/7 monitoring prevents problems
Our experts take proactive action
Our experts continuously monitor the performance of your servers. This enables us to take proactive action when things are no longer running smoothly.
If, for example, your server suddenly receives a lot more requests to process (busy period at the office, many visitors coming to your website, etc.), we will increase your server capacity if necessary.
An immediate and effective solution
Within the agreed period
Every IT professional in the world will agree on this: there is always a chance that something goes wrong. And when that happens, Combell is ready to immediately take the necessary action.
In each SLA, we agree on a period in which an effective solution will be provided – not a temporary solution, but a stable and adequate solution. This will help you carry on without any worries.
And if we do not achieve these objectives, you are entitled to compensation.
Additional guarantees on top of our high standards
Combell already takes very drastic standard measures on all levels of your services.
Our data centres remain available, even in the event of the greatest disaster.
- A nationwide blackout? 11 ship engines can provide power to the data centre for weeks if necessary.
- Fire safety guaranteed: the smallest spark is immediately detected and extinguished using argonite. That way, we do not damage the hardware with water.
When your hardware fails, your hosting switches almost instantly to another server, thanks to virtualisation technology. This way, you are no longer dependent on a single physical server, and we can guarantee your high availability.
More reasons for choosing Combell
Choose a custom hosting solution
Dedicated support
An expert support team is available 24/7 to help you.
They continue where others stop - they even check your code!
Excellent performance
Our hosting solutions are created to perform under all circumstances.
To achieve that we only use premium technology and the best data centers!
Perfectly protected
Do not worry about security.
With our continued investment in security, you can be confident in your safety. We keep hackers safe outside so your website just works!
Guaranteed online
Your website or application is always online, we guarantee it.
If you still come across trouble, we take proactive measures for resolution thanks to our 24/7 monitoring.
They'll provide you with more in depth information
