Yes, we do. NovoServe provides a comprehensive support structure that includes a robust default service level and optional, paid Service Level Agreements (SLAs) for customers who require guaranteed response and resolution times.
By default, every NovoServe customer receives the following support at no extra cost:
24/7 Availability: Our expert support team is available 24 hours a day, 7 days a week.
Best-Effort Support: For any hardware or network-related problem, our engineers will work to solve your issue on a best-effort basis.
Free-of-Charge Services: This includes standard support services related to our infrastructure. Support for issues outside of our direct responsibility may be invoiced at an hourly rate.
This entry-level support is sufficient for the needs of most customers.
For businesses that require a higher level of assurance for their mission-critical servers, we offer the option to upgrade to a formal SLA. An SLA is purchased on a per-server basis and provides the following guarantees:
Guaranteed Response Times: Your support tickets will receive a guaranteed initial response within a contractually defined timeframe.
Guaranteed Hardware Replacement: In the event of a hardware failure, we guarantee to replace the faulty component within a specific timeframe.
An SLA provides peace of mind and ensures the quickest possible follow-up from our engineering teams.
For detailed information on the specific timeframes and terms of our agreements, please refer to our official Service Level Agreement document.
If you would like to add an SLA to your server or 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.