CONSISTENT SUPPORT

OUR CLAIM IS ALSO
AN OBLIGATION:
WE WILL BACK YOU UP!

Competent and motivated: the SecureRack team
will go the extra mile for you

 
 

24 / 7 / 365
= 100% AVAILABILITY

 
 

Our experts are available to you 24 hours a day, 7 days a week and 365 days a year, by phone or live chat. As engineers, they are accredited experts in the IaaS field and expect a lot from

their products and from themselves: reliable IT infrastructures for satisfied customers.

 
 
 

COMPETENT AND MOTIVATED.
EVERY DAY

 
 
Competent and motivated. Every day.
Team

TEAM

Certified and accredited experts are available to you 24 hours a day, 7 days a week and 365 days a year, by phone or live chat. This is the standard we have set for ourselves!

Tools

TOOLS

We work with passion and intelligence. We handle each customer enquiry individually and personally, giving it the highest priority.

Organisation

ORGANISATION

We rely on the latest technology and on tried and trusted professional processes continuously to extend our service standards for your benefit.

 
 
 
 
 

SERVICE LEVEL
AGREEMENT

 
 

Our SLAs are aimed at all existing customers who required an additional, guaranteed support level. SecureRack offers a basic SLA for all its products.

The «silver» and «gold» options provide even more convenience for special and individual application scenarios.

 
 
 

SERVICE LEVELS

 
 

Basic Silver Gold
Support times*

5 x 9h 
Monday - Friday:
08h00 – 17h00*

6 x 13h
Monday - Saturday:
07h00 – 20h00*

7 x 24h
Monday – Sunday:
00h00 – 24h00*

Guaranteed availability

99.80 %
(17.52 hours p.a)

99.90 %
(8.76 hours p.a)

99.95 %
(4.38 hours p.a)

Maximum response time

4 hours

3 hours

2 hours

Monthly costs

included

€ 250.00

€ 450.00

Maintenance work Maintenance time

08h00 – 17h00

19h00 – 24h00

21h00 – 07h00

* Swiss local time; GMT+1 / except for national holidays.

Guarantees

  • Availability of power and cooling (Redundancy N+1)
  • Availability of static site-to-site VPN connection
  • Up to 50 personal VLANs for own use
  • Control and access to dedicated servers and storage
  • Server-to-server connection of at least 10 Gbps
  • Hard disk monitoring and replacement