SERVICE LEVEL AGREEMENT
Customized SLA is available upon request.

Simple, transparent and easy to understand.
That is how we do business.

All ASERGO servers come with a Service Level Agreement outlining our commitment to you.

Described level of services is offered without extra charges.

 

This Service Level Agreement SLA covers following aspects of our services:

 

  • Remote Facilities including Hardware Reboot.
  • Technical Support.
  • Internet Connectivity.
  • Server Security.
  • Software Support and Maintenance.
  • Overall Environment.

 

This Service Level Agreement applies to all ASERGO Dedicated Servers regardless of physical location, Denmark/Germany.

 

Remote Facilities including Hardware Reboot

 

  • You will have permanent access to genuine KVM over IP as it's built-in to your server.
  • You will be able to restart your server and control your power supply via a web browser 24/7/365.
  • You can with one click install and reload your operating system automatically as many times as you need.
  • You have access to control and maintain your BIOS.
  • You will not be charged for any Remote actions whatsoever.


Technical Support

 

  • We offer an extensive and secure Ticket System, which authenticates your identity, your users access level and your support history.
  • We offer 24/7 monitoring of support tickets performed by our in house staff.
  • We assign a technician or an engineer to your server upon your request and keep you updated on every progress.
  • We replace any faulty hardware component upon your request, even upon suspicion.
  • We keep spare servers and spare parts on site to quickly replace any faulty hardware component or server.

Internet Connectivity

  • Your server is connected via copper or fiber to an ASERGO router or switch.
  • Ensure at least 99.99% availability on a monthly basis, measured by availability to your IP addresses from any transit provider.
  • Ensure that the total of maintenance time will not exceed 0.1% on a monthly basis.
  • Ensure that planned maintenance takes place when possible between midnight and 06:00 CET/CEST.
  • Ensure that packet loss does not exceed 0.1% across our network on a monthly basis.
  • Provide you with IPv4 and IPv6 in accordance with the terms permitted by RIPE.

Server Security

 

  • Your server/servers is/are located in our secured data centers in either Germany or Denmark.
  • Your server/servers is/are both physical and electronic secured in locked sectioned areas.
  • Our data centers are protected by secure card key access control, intruder detection systems and monitored 24 hours 7 days a week.
  • Our data centers can only be accessed by authorized ASERGO employees.


Software Support and Maintenance

 

  • If you experience any problems with your server hardware or our network, it's our responsibility.
  • If you experience any problems with your software or applications within your server, it's your responsibility.

 

Overall Environment

 

  • We provide dedicated bare metal servers with redundant power supplies from 2 different sources.
  • We provide dedicated bare metal servers with multiple PSU's (subject to the Order).
  • We provide redundant UPS's to all customer equipment and failover to redundant diesel generators with a guaranteed availability of 100% on a monthly basis.
  • We provide continuous monitoring of the environment to ensure that the temperature is maintained at 24 degrees Celsius.
  • We operate VESDA smoke detection systems.
  • We operate Inergen gas fire suppression systems.

 

ASERGO Dedicated bare metal servers Service Level Agreement SLA, version 2.15

HEADQUARTERS

ASERGO Europe GmbH

Witzlebenstrasse 6

DE-14057 Berlin

Germany

ASERGO Scandinavia ApS

24, Agern Allé, Building 1

DTU Science Park

DK-2970 Hoersholm

Denmark

 © 2001-2018  ASERGO GROUP

Global Sales Team:
+45 4594 1401

[email protected]