Webvisions is committed to providing services at a standard of excellence commensurate with the best practice in the
industry. We aim to provide the best quality care
available for our customers and will strive to keep improving our service levels. With SLAs, customers are
guaranteed a level of service that provides peace of mind.
Webvisions has various levels (basic, enhanced, premium) of
SLAs for different services. Basic level SLAs
are generally free whereas enhanced and premium level SLAs cost more.
The table below provides a rough
guide to each type of service and the SLAs available. However, please note that SLAs, their type, availability and
terms differ for each customer. It ultimately depends on what is subscribed to. This will be clearly stipulated in
your service agreement with Webvisions.
| Service | SLA Level | Type of SLA |
| Virtual Server Service | none | network |
| Virtual Private Server Service | none | network |
| Colocation Service | basic | network |
| Dedicated Server Service | basic | network
+ hardware |
| Type of SLA | SLA Levels available | Description
|
| None | None | No SLAs are provided for this service |
| Network | Basic, Enhanced, Premium |
Network SLAs are provided to guarantee network outages.
Please refer to your service agreement for specific terms and conditions.
|
| Hardware | Basic, Enhanced, Premium |
Hardware SLAs are provided to guarantee the functioning of dedicated server hardware components.
Please refer to your service agreement for specific terms and conditions.
|
| siteBackup | Basic | siteBackup SLAs guarantees against failures of backup services.
|
| Managed Firewall | Basic | Managed FireWall SLAs guarantee the availability of
your dedicated Firewall service.
|
Frequently Asked Questions
Q. How do new customers obtain the SLA?
A. Unless otherwise specified all new customers (co-location & dedicated server services) are automatically provided
with new SLAs.
Q. How much does the SLA cost?
A. Basic SLAs are free to all our customers in the respective services (see table above). Enhanced and Premium
level
SLAs can be purchased via your account manager.
Please contact us at support@webvisions.com to inquire further.
Q. How does the refund on the guarantees work?
A. Uptime is counted in minutes per month. The network guarantee covers uptime relating to provisioning of bandwidth
through our multiple providers, network hardware including router, switches, and cabling and other hardware relating
to the network infrastructure. The hardware guarantee covers all hardware components to include processors, ram, hard
disks, motherboard, NIC card and other hardware as described in the server lease. The siteBackup guarantee covers
loss of data due to failed backup services. The Managed Firewall guarantee covers your dedicated firewall service.
Q. Is there a limit on the refunds I receive?
A. Yes, it depends on the service levels stipulated in your contract.
Q. Who do I contact regarding refunds?
A. Customers should contact their respective account managers or sales@webvisions.com
Q. Can I claim against multiple types of SLAs (e.g. both network and hardware) ?
A. No, at any time in a month or at any outtage, you may only claim against one specified type of outage. For example,
assuming your
harddisk went down and you filed a claim for it, you cannot at the same time file a claim against network outtage.
Q. What is the deadline to request a refund?
A. A request for refund must be submitted within 48 business hours of a service interruption.
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