Support

Service Level Agreements

Virtual Internet offers three Service level agreements each with defining levels of service to suit customer’s individual needs and requirements. Our SLA Support contracts are specific in that they offer access directly to Server engineers and not a ‘super friendly customer services’ department. All of our Managed servers have the VI ASLA included as standard.

Advanced Service Level Agreement (ASLA)

Provided with all of our Managed servers, this support contract provides you with an engineer at your disposal who will reactively provide assistance on patching, installations, troubleshooting and maintenance of your server, when required. This service is available 24 hours a day.

Proactive Service Level Agreement (PSLA)

For a more fully managed and intensive service, our Proactive SLA gives you total peace of mind in that our engineers are working proactively to monitor and maintain your server. This option rarely requires much customer/engineer interaction, however should you need one, you will always have one of our highly qualified server engineers at your disposal 24/7

Custom Service Level Agreement (CSLA)

This option is designed for extremely demanding websites and applications as well as companies who have strict internal guidelines which need to be followed. Many of our Government and financial sector clients opt for this ASLA to guarantee their requirements and levels of service.