Reinforce your hosting with a freistilbox Enterprise Service Level Agreement (SLA) add-on and receive all the benefits of Standard Support, plus premium round-the-clock collaborative services like website uptime, quick response time and after hours availability.
Premium SLA is included in the Enterprise plan and an optional upgrade for the Pro plan.
The freistilbox Enterprise SLA defines an average service uptime of 99.9% per month. In the event we miss this goal, customers get a refund.
In the case of critical issues causing application unavailability or site downtime, we help you get your site online again at any time of day.
Support requests received outside of our office hours are automatically forwarded to an on-call support agent who gives you immediate feedback on how we are going to handle them.
We will check and respond to your support requests ahead of Standard Support tickets already waiting in the queue.
Urgent
Production application is completely down or unusable
High
Production application is up, but is negatively impacted
Normal
General support requests
Low
Questions, requests and suggestions
In case your website experiences an unexpected traffic surge, we’ll proactively boost the capacity of your freistilbox cluster. This upgrade is provided free of charge for a limited time.
Gain direct access to our skilled system engineers who help you with optimising your application for our hosting platform. This includes help with the following issues:
We take care of administration tasks that you can’t or don’t want to do yourself. For example, importing database dumps or manually triggering a batch job.
By upgrading to a Premium Service Level Agreement (SLA), you get direct access to our engineering team in your own private chat channel.