Our Service Level Agreement (SLA) applies to co-located, leased and dedicated servers. Several measures have been taken to optimize availability and reliability of the facilities offered via the data center. The SLA is your guarantee that CSV Networks will offer your facilities in an optimal condition.
The services offered by CSV Networks are as far as possible fully automatically monitored by the CSV Networks Monitoring System and controls availability of the various services every one, three or five minutes. This includes the backbone connections, routers and switches, DNS servers, mail servers, web servers and database servers.
The duty CSV Networks manager will initially be informed directly in the event of a malfunction with any of these systems.
Dedicated servers (SLA 3)
The same monitoring and manner of signalling applies to dedicated servers.
For co-located servers, the services agreed on the contracting party’s server will be included in the CSV Networks monitoring system.
In case of malfunction in one of these services, the manager of the contracting party will be informed via the agreed telephone number and/or e-mail address.
Reporting (SLA 2 and SLA 3)
Malfunctions will be reported to the helpdesk depending on the priority and time:
- Via e-mail (low priority)
- By telephone (high priority and/or outside office hours)
CSV Networks is available on workdays between 09.00 and 17.00 (office hours)
Outside office hours, CSV Networks is available via the breakdown telephone number under the following conditions:
- The breakdown number is only meant for reporting malfunctions and/or down times on your server.
- The breakdown number may only ever be used outside office hours (e-mail or the normal telephone number should be used during office hours).
- Only contracting parties with a SLA 2 and SLA 3 on the respective service may use this breakdown number.
- Only authorized persons may report malfunctions detected by the contracting party. CSV Networks should have an authorization list with contacts and telephone numbers.
For actual conditions and rates for SLA contracts, please contact sales
