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24/7 Operations & SLAs

Clear lines of responsibility, transparent response pathways, and predictable service levels for the day-to-day operation of production environments.

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Clear Responsibilities

Responsibilities within the operation are clearly defined, including shared responsibility between secunet cloud and the user.

Traceable Reaction Pathways

Reports are submitted through a standard reporting channel; in urgent cases, they can also be submitted via the 24/7 emergency hotline.

Predictable Operation

Four error classes (A through D) and product-specific SLA variants provide guidance for troubleshooting.

A Solid Foundation

Availability of up to 99.99% per year for network and geographically redundant object storage.

An Overview of SLA Variants

Response Times by Error Class and SLA Level

SLA-Level	Alerting	Response Time, Category A (Service Time)	Response Time, Category A (Outdoor)
Basic	Response to the Report on Service Time	Best Effort	Best Effort
Business	24/7 Response to Reports	1 Hour	4 Hours
Priority	Proactive Response to Monitoring Alerts	30 Minutes	60 Minutes

^{Fault Class A: Outage-causing failure with no workaround, significant disruption to the production environment. Response time refers to the time until the fault report is acknowledged, not the recovery time.}

^{Data center infrastructure availability: 99.9% per annum. IaaS platform availability (VM, object storage, block storage): 99.95% per annum. Geo-redundant object storage as well as external and internal networks: 99.99% per annum.}

^{In the event of non-compliance with the agreed-upon availability, a credit will be granted based on the contract value for the affected month.}

Contact request

Talk to us about your operational requirements and SLAs

Select the appropriate topic. We’ll get back to you with a specific contact person for your environment.

Custom Service Level Agreements
Support and Escalation Processes
Availability and operational concepts

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24/7 Operations & SLAs

Talk to us about your operational requirements and SLAs

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24/7 Operations & SLAs

Talk to us about your operational requirements and SLAs

public cloudclassified cloudmanaged servicesprivate cloudKubernetes (MetaKube)Cloud-Migration

Resource-CenterWebinars & Events

SupportService-StatusHelpdeskCustomer DashboardPricelist

About usCareerPress & NewsWhistleblowing PortalContact

^{public cloud}
^{classified cloud}
^{managed services}
^{private cloud}
^{Kubernetes (MetaKube)}
^{Cloud-Migration}

^{Resource-Center}
^{Webinars & Events}

^Support
^{Service-Status}
^Helpdesk
^{Customer Dashboard}
^Pricelist

^{About us}
^Career
^{Press & News}
^{Whistleblowing Portal}
^Contact