SLA

Nxs Internet offers excellent services. Whether it concerns it’s availability, response times regarding incidents or for example maintenance. All of our managed services come with a Service Level Agreement (SLA) Brons. We do know, however, that your business critical applications might very well require even faster response times and therefore higher SLA’s. This is why we have the Zilver en Goud options.

An SLA’s is a clear agreement that makes sure you know exactly what to expect from us. A detailed description of processes, responsetimes and times-to-fix and the availability guarantees for the various services we offer. We describe back-up, restore en recovery and we describe what you can expect of our incident, change en problem management.

All our contracts come standard with an uptime guarantee of 99.9% for the network connection and power supply.

If you want your services to have a maximum availability, you select the necessary redundancy, and you can add a Zilver or Goud SLA. For example, an incident which causes the service to be down (priority 1), will effectuate the following guarantees:

Aditionally Zilver and Goud customers will get served prior to Brons customers, with Gold having priority over Zilver.

The graphs for data traffic are always available on-line. We will provide you with a monthly report for Zilver and Goud customers on availability of, and the services on your systems. An extensive report is made that contains the following:

1. Management summary

2. General information

3. Changelogs

4. Maintenance

5. Incidents

6. Problems

7. Graphs – monthly basis

8. Graphs – yearly basis

9. Network availabillity

10. Uptime servers

We offer our excellent services at reasonable rates. At NXS it is even allowed to get your SLA’s per 'Single Point of Failure' (SPOF), this means that in case of a redundant set up, say for a web cluster, you pay only once for this cluster. No matter how many servers are in it. We will regard the more stringent SLA response times being leading when the service as a whole is down. So if one of the redundant web servers is down but is doesn’t affect the service, normal response times according to the Brons SLA will be effective. If you want response times, coming with upgraded SLA’s on every server, despite its redundancy, you may pay the SLA per server.