Service Level Agreement

Handle the most critical operations with ease – determine the technical support level and service efficiency.

SLA plans _

Service Level Agreement (SLA) – service add-on, laying out the metrics by which service is measured and defining the time of initial technical support ticket response.

Standard
12 hours
Response time
0 weekly system backup
Free
Price
Advanced
4 hours
Response time
1 weekly system backup
+10% /mo from the total service price
Price
Premium
2 hours
Response time
2 weekly system backup
+15% /mo from the total service price
Price
Enterprise
1 hour
Response time
3 weekly system backup
+20% /mo from the total service price
Price

How does it work? _

Heficed offers free and extended SLA plans with additional capabilities. We recommend extended SLAs, including different technical support levels and system backups.

, Service Level Agreement

Ticket resolution goals _

We aim to resolve all queries within predefined time periods and keep you updated on the progress by the technician assigned to a ticket.

Depending on the selected SLA plan, particular ticket resolution goals apply:

Standard
24 hours

Advanced
12 hours

Premium
6 hours

Enterprise
3 hours

, Service Level Agreement [ SLA for Kronos Cloud ]

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, Service Level Agreement [ Proto Compute ]

Heficed Proto Compute premium dedicated servers is the shared-nothing solution, where you have full control of data processing and storage stacks.