Every NovoServe server comes with our Standard support level included at no extra cost.
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Service: For any hardware or network-related problem, our engineers will work to solve your issue on a best-effort basis.
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Response Time Target: The target for an initial response from an engineer is 8 Business Hours.
This default level is sufficient for most customer needs.
Optional Paid SLA
For mission-critical servers where a rapid response is essential, a paid SLA provides a contractually guaranteed response time. The speed of the response is determined by the SLA level you choose. An SLA is purchased on a per-server basis.
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Service: When you submit a support request, we guarantee that a NovoServe engineer will acknowledge and begin working on your case within the specified timeframe.
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Guaranteed SLA Levels & Response Times:
| Service Level | Response Time Target |
| Associate | 4 Business Hours |
| Advanced | 4 Hours |
| Strategic | 2 Hours |
| Elite | 1 Hour |
For a complete overview of our service levels, including detailed terms and response times, please refer to our official Service Level Agreement document.
If you would like to opt for non-standard SLA, discuss which level is right for you, our sales representatives are happy to consult with you. Please contact our sales team for a personal consultation.