Service Level Packages. With each virtual, dedicated, or cloud server, Combell provides the standard service level (“Basic”) as described below. When placing the initial order as well as over the term of the contract, the Customer may purchase a higher Service Level Package at the then-current rates. In the table below, you will find an overview of the services included with each Service Level Package. The paragraphs following it will provide a more detailed description of each of these services. The included support minutes apply per SLA sold. For any minutes used between 22:00 and 09:00 (10:00 PM and 09:00 AM), Combell will charge the double hourly fee. SLA Start Included 24/7 Basic Included 24/7 Plus Included 24/7 Pro Included 24/7 Premium As agreed Basic support System Support Not included 30 min Week days 9 AM – 5 PM 60 min Every day 9 AM – 10 PM 120 min Every day 24/24 As agreed Advanced Support Optional Optional Optional Optional As agreed Recovery waiting time for business critical incidents Reasonable Effort Next Business Day 4 h – 3 h (*) – 2 h (**) 2 h – 1.5 h (*) – 1 h (**) – 0.5 h (***) As agreed Recovery waiting time for non business critical incidents Reasonable Effort 5 Business Days 3 Business Days 2 Business Days As agreed Communication waiting time for business critical incidents Reasonable Effort Next Business Day 4 h – 3 h (*) – 2 h (**) 4 h – 3 h (*) – 2 h (**) As agreed Communication waiting time for non business critical incidents Reasonable Effort 5 Business Days 3 Business Days Next Business Day As agreed Basic Monitoring Not available Included, office hours Included Included As agreed Advanced Monitoring Optional Optional, office hours Optional Included As agreed Performance Monitoring Optional Optional Optional Included As agreed Basic Backup 5 GB 10 GB 25 GB 50 GB As agreed Advanced Backup Not available Optional Optional Optional As agreed Firewall Basic Advanced Advanced Advanced As agreed Remote reboot Optional Included Included Included As agreed SSL VPN Optional Optional Optional 2 users As agreed Patch Management Basic Basic Basic Advanced As agreed Direct access to Operations Not available Not available Not available Included As agreed (*) If the server is part of a virtualisation platform, under the conditions stated below: • all data is stored on a shared medium, e.g. a SAN (Storage Area Network), • each physical machine must have sufficient memory to run the virtual servers of any other node at any given time, • the platform is composed of at least 2 physical servers. (**) If the server/service is part of a cluster or farm in which services are automatically taken over by an alternative server/service in the event of a failure. Examples include database clusters, web farms, and firewall clusters, the failover mechanism being managed by Combell. (***) If the server/service is part of an environment in which services, in the event of a failure, are automatically taken over by an alternative server/service located at another data centre.
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