premium sla

PREMIUM SLA

Optional upgrade, stricter SLA, not standard


HARDWARE REPLACEMENT

within 30 Minutes Compensation 30% credit for the affected service if we fail to replace it in time.

30 Minutes is the longest time our clients have to wait for Swiftway to replace broken hardware parts. The time is measured from the moment we completed troubleshooting a reported issue and determine that the issue is hardware related.

FIRST RESPONSE TO SUPPORT TICKET

within 15 minutes Compensation 20% credit for the affected service if we fail to respond in time

Swiftway makes the guarantee that the first response to a ticket is always within 15 minutes. The time is measured from the minute your ticket is received by our system and a ticket number is issued to you.

TICKET UPDATE FREQUENCY

within 1 hours Compensation 20% credit for the affected service if we fail to update you in time

Swiftway guarantees that the longest amount of time our clients will have to wait for an update on a open ticket while we are working on the ticket is 1 hours. The time is measured from the last moment we responded to the ticket.

TICKET UPDATE
FREQUENCY		HARDWARE
REPLACEMENT		FIRST
RESPONSE
60 min30 min15 min
20% credit for affected service 30% credit for affected service 20% credit for affected service
Credits issued per month cannot exceed 100% / month.


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