Service levels apply per environment in scope of support (for example per account or subscription).
- Pricing scales as you move up the precious metal tiers
- SLAs can be adjusted up or down during the service term with 1 month notice
- The Customer Success Managers are responsible for maintaining SLA assignment using our Overlay platform.
For detailed terms and conditions please contact Nordcloud using the contact us page.
Managed Cloud Environments
| Platinum | Gold | Silver | Bronze | |
|---|---|---|---|---|
| Service Hours | 24/7 | 24/7 | 24/7 | 8/5 |
| P1 Resolution SLA | 4 hours | 4 hours | 8 hours | Best effort |
| P1 Response SLA | 15 min | 30 min | 60 min | 1 day |
| Managed Monitoring and alerting | ✔ | ✔ | ✔ | ✔ |
| Availability and uptime monitoring | ✔ | ✔ | ✔ | ✔ |
| Service Reporting | ✔ | ✔ | ✔ | ✔ |
| Problem Management (RCA) | ✔ | ✔ | ✔ | T&M |
| Incident Resolution | ✔ | ✔ | ✔ | T&M |
| Host Security Monitoring | ✔ | ✔ | ✔ | ✔ |
| Security Patching | ✔ | ✔ | ✔ | T&M |
| Cloud Admin on Demand | T&M | T&M | T&M | T&M |
| Service Delivery Management | ✔ | ✔ | ✔ | ✔ |
| Log Management | ✔ | ✔ | ✔ | ✔ |
| Managed Backups | ✔ | ✔ | ✔ | T&M |
Get in Touch.
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Ilja Summala
LinkedIn
CTO
Ilja’s passion and tech knowledge help customers transform how they manage infrastructure and develop apps in cloud.
