Service Level Packages.
Managed Cloud includes three service levels
- Gold & Silver for Production environments
- Bronze for test & development environments
Service Levels are application or environment specific
3rd Party Tool licenses are not included in service pricing
Customer can bring own licenses
Service Delivery Management included in service fees. Additional tasks based on T&M.
15 minute 1st response SLA available on request
For detailed terms and conditions please contact Nordcloud using the contact us page
Gold | Silver | Bronze | |
|---|---|---|---|
Service Hours | 24/7 | 24/7 | 8/5 |
1st Response SLA | 30 min | 60 min | Best Effort |
SLA penalty for response | After 3 min | After 6 min | |
Resolution SLA | ✔ | ✔ | ✔ |
SLA penalty for resolution | After 1 hour delay | After 2 hours | |
Managed Monitoring and alerting | ✔ | ✔ | ✔ |
Availability and uptime monitoring | ✔ | ✔ | |
Incident Management | ✔ | ✔ | T&M |
Problem Management (RCA) | ✔ | T&M | |
Service Reporting | ✔ | ✔ | ✔ |
Host Security Monitoring | ✔ | ✔ | ✔ |
Security Patching | ✔ | T&M | T&M |
Cloud Admin on Demand | T&M | T&M | T&M |
Service Delivery Management | ✔ | ✔ | ✔ |
Log Management | ✔ | ||
Managed Backups | ✔ | ✔ | |
Backup Testing | ✔ | T&M |
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