Service Level Agreements
A description of the Service Level Agreements we offer to customers
As a Hipex customer, you can expect a high level of service across your IT infrastructure. While the Basic SLA satisfies most customer needs, we offer extended Service Level Agreements to customers who want greater peace of mind.
An upgraded SLA provides greater assurances on response and resolution times, priority access to our engineers, and advanced support.
The SLA's below with corresponding response and resolution times are our standard SLA's. Custom SLA's may look different and are possible on request.
Response and Resolution times per SLA
| SLA | Weekdays | 07:00 - 18:00 | 18:00 - 00:00 | Weekends | 00:00 - 07:00 | 08:00 - 22:00 | 22:00 - 08:00 |
|---|---|---|---|---|---|---|---|
| Bronze | Resp. 30m Reso. 2h | Resp. 8h Reso. 16h | Best Effort | Best Effort | Best Effort | ||
| Silver | Resp. 30m Reso. 2h | Resp. 2h Reso. 8h | Best Effort | Best Effort | Best Effort | ||
| Gold | Resp. 15m Reso. 15m | Resp. 15m Reso. 15m | Resp. 1h Reso. 30m | Resp. 15m Reso. 15m | Resp. 1h Reso. 30m |
Requesting a SLA
Interested in having a Service Level Agreement? Fill out a contact form or reach out via our support channels.