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 |
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