Service Level Agreement

SLA

We do everything we can to make sure that your site stays online

Guaranteed Support Response Time Plans

This is our standard SLA for Managed Services clients who choose to take one out.

SLA - Normal

$100 /Mo

Support request 2h
Fault correction 2 business Days

SLA - High

$200 /Mo

Support request 60min
Provide an update every 2 h

SLA - Critical

$300 /Mo

Support request 30min
Provide an update every 60 min

Orange hosting SLA Features

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Maximum Uptime

Orangehosting shall use Commercially Reasonable Efforts to make its servers available 24 hours a day, seven days a week for 100% network availability (Uptime Service Level).

Server availability

The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue.

Guaranteed control

The servers shall not be considered as “unavailable” during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside Orangefosting reasonable control.

We are also able to work with you to design a bespoke SLA that fits your exact requirements.

Please contact us today for more information.

Response Stages and Times

Business Critical Failures : a problem that materially impacts the client’s business operations.

  1. Acknowledgment of receipt of support request within 2 hours, measured from the first of (a) when infrastructure monitors alert Orangehosting engineers, or (b) a normal-priority technical support ticket is created by the client to report a service problem.
  2. Orangehosting shall provide a permanent fault correction within 2 Business Days after the acknowledgment of the support request has elapsed.
  1. Acknowledgment of receipt of support request within 60 minutes, measured from the first of (a) when infrastructure monitors alert Orangehosting engineers, or (b) a high-priority technical support ticket is created by the client to report a service problem.
  2. Provide an update every 2 hours measured from the time of the last response to a support request, until full restoration of service.
  3. Orangehosting shall exercise commercially reasonable efforts until full restoration of service.
  1. Acknowledgment of receipt of support request within 30 minutes, measured from the first of (a) when infrastructure monitors alert Orangehosting engineers, or (b) a critical-priority technical support ticket is created by the client to report a service problem.
  2. Provide an update as frequently as possible, and at least every 60 minutes, measured from the time of the last response to the support request, until full restoration of service.
  3. Orangehosting shall work on the problem continuously and exercise commercially reasonable efforts until full restoration of service.