Service Levels
Our service guarantees
Standard or enhanced - get what you need when you need it
RapidSwitch's service model is simple. We have a standard or enhanced service level that covers response times and hardware fixes and in addition to that we offer additional support services. Our basis is that support is available whenever you need it - we have staff on-site at every one of our datacentres 24x7x365, but you should only pay for what you need, when you need it.
We call this approach: self-managed systems, with service-on-demand.
This guarantees that we provide the lowest possible prices for quality systems and infrastructure, but also ensures you get high-quality, fully dedicated support when required. In addition, we offer routine patching and server maintenance services to reduce the burden of mundane server administration.
Service Level Agreement
|
Standard |
Enhanced |
Price |
Free |
POA |
Network Uptime |
100% |
100% |
Power Uptime |
100% |
100% |
24x7x365 Telephone & ticket support |
Y |
Y |
Guaranteed response time |
Under 2hrs |
Under 1hr |
System Monitoring |
Reactive |
Proactive |
Replacement HDD response time |
1hr |
30mins |
Replacement chassis response time |
4hrs |
2hrs |
Additional Support Services
OS Patching |
20/month |
Priority server build: up in 6 hours |
£40 one-off |
Control Panel Patching |
£30/month |
Managed backup solutions |
POA |
Managed firewall appliances |
POA |
Managed load balancer applicances |
POA |
Engineer time |
POA |
