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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 respond 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
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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