Service Level Agreement (SLA)

General service levels

Like other service companies, we offer several different service levels, depending on the product or service you use with us.

This page explains what the different levels entail and what it means for you as a customer.

We offer 4 service levels: Bronze, Silver, Gold and Platinum.

Bronze is of course the lowest, while Platinum is the highest service level we offer our customers.

The service level for each product can be found on the product page for the product itself, which is typically listed at the bottom of each product’s content description.

Service Level Agreement (SLA) content overview

Here is an overview of the different service levels offered. In general, our policy is to provide an optimal max. 1 hour service level, regardless of SLA.

Bronze (email) with an average response time within 1 hour.

Silver (phone, chat and email) within 1 hour.

Gold (phone, chat and email) service within 10 minutes with a dedicated contact person and direct Slack access.

Platinum (phone, chat and email) service is provided immediately with a dedicated contact person and direct Slack access.

Service in addition to the above and remote support on customers’ equipment is invoiced per hour or part thereof at DKK 900.00 excl. VAT, or by agreement and prepaid in our web shop.

This applies to all our services and products.

Monitoring

For all RockyNordic customers, all servers are monitored 24/7, around the clock and all year round – and we aim to respond to all operational emails within an average of one hour during normal working hours. However, as platinum customers are still always prioritized first, you will experience an average response time of around 5 minutes.

Platinum customers also have a prioritized contact person who can be contacted via the support system or the on-call number provided – knowing that your contact person knows your specific needs and that another employee will take care of the case if your contact person is unavailable.

Impact

The different service levels involve a number of differences, here are the 5 most important ones:

Support
The higher the service level, the higher the priority when you contact our support department. There is also a difference in how many things we support, for example, any programming support requires platinum service.

Servers
Gold and platinum products are created on special statistics and mail servers that contain extra features and have a lower load.

This also provides better server uptime, as customers with unstable websites will be moved away from gold and platinum servers.

Operations
The uptime for e.g. gold service customers will be higher than for e.g. bronze service customers, as any operational issues will always be addressed first for servers with gold/platinum customers.

Fixes
We perform a whole range of different fixes/changes for our gold and platinum service level customers free of charge, which, on the other hand, costs money for customers who have chosen one of our other service level solutions at silver and bronze level, who at the same time want faster support and service than the solution normally comes with.

Read more about this under “Overview of Service Level Agreement (SLA) content”, which you can find above.

Updates and patches

The ever-present necessary security updates and changes to our services are always tested before we install them – and then they are installed first for bronze customers. A gold customer will therefore benefit from knowing that the server update is already in practical use by a large number of websites before it is installed on the gold server.

Uptime

In this table you can see what a calculated uptime means in days, hours and minutes.

There are many factors that determine what level of uptime you can achieve, such as emergency generators, response time in case of operational problems, network redundancy and much more.

Statistically, bronze service customers are around 99.9% uptime, while platinum service usually implies an uptime of around 99.99%.

With proper planning, it is possible to achieve and guarantee up to 99.999% uptime, which in practice is often referred to as 100% uptime.

Uptime overview

Rounding all this up, for every one part per thousand (0.1%) of downtime, there are almost 10 hours (525.6 minutes to be exact).

Would you like more information?
Please contact us for more information via our contact form