Guarantees and SLA
The following guarantees and service levels apply to our djangoeurope hosting products. Refunds are issued as credits to the customer’s account.
Network
| Availability | SLA annual average of 99.5% |
|---|---|
| Penalty per hour of delay | 5%* |
| Maximum penalty per month | 100% |
| Support service | Free of charge |
Level 1
| Example | Server unavailable |
|---|---|
| Intervention time | 1 hour |
| Guaranteed repair time | Intervention time + 4 hours |
| Penalty per hour of delay | 5%* |
| Maximum penalty per month | 100% |
| Support service | Free of charge |
Level 2
| Example | Web-, database-, mail server unavailable or abnormal operation (excluding software of customer) |
|---|---|
| Intervention time | 2 hours |
| Guaranteed repair time | Intervention time + 4 hours |
| Penalty per hour of delay | 5%* |
| Maximum penalty per month | 100% |
| Support service | Free of charge |
Level 3
| Description | Dedicated software within the home directory (uploaded/installed by customer) |
|---|---|
| Intervention time | 12 hours |
| Guaranteed repair time (GRT) | - |
| Penalty per hour of delay | - |
| Price for this support service | 20 Euro per 15min. "No fix, no fee" guarantee. |
* Refund as a percentage of the monthly unit price (excluding taxes), on the GRT and on tickets opened by customers.