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SLAService Level Agreement

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Call Us: 800-933-1517
24Hours

Dedicated Server Deployment

We promise 24 hours deployment window for all server packages that are current in stock. Orders that require custom build or special installation of components can take a little longer. In such cases, you wil be updated right after your order is placed.

3Hours

Hardware Replacement

Our DC Ops are trained to replace in stock hardware within 3 hours of the request. Once you hit the submit button, you can be rest assured that your hardware will be replaced and you will be notified before 3 hours are up. Please note this only applies to hardware that is in stock and doesn't apply to tasks related to hardware troubleshooting.

99.9%

Network Uptime

Dedicated: We utilize N+1 network paths along with multiple network paths to avoid any outages. All hardware and routing equipment utilize dual setup to avoid any failure during production time.

Colocation: We offer 99.9% network uptime guarantee for colocation clients who subscribe to redundant network services such as VRRP (Virtual Router Redundancy Protocol), BGP or secondary path.

100%

Power Uptime

100% uptime to those that subscribe to A+B power.

24/7 Support Response

We are a 24/7 company and you can reach us anytime via email or phone.

15minutes

First Response To Support Ticket

For support tickets, our team will make sure to reply to you within 15 minutes with an update. Customer satisfaction is our #1 focus and we want to make sure we are able to resolve your issues as soon as possible.

Support Ticket Update Frequency

After our first reply to your ticket, we promise to keep you updated on the critical updates as they arise.

60minutes

Escalation To Senior Staff Time

In most cases, we will be able to resolve the support issue without any form of escalation. In situations where escalation is a must, we will make sure to escalate within 60 minutes of the last support ticket response.

Simple SLA Accountability

For downtime related to network or power, get 5% credit for every 30 minutes until 100% of the service fee is reached.

Clients must report SLA issues to ensure appropriate credit is applied to the account. SLA credit requests must be
submitted via support ticket to be reviewed and processed.

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  • WinLinTech Solutions Pvt. Ltd.

    412 B, 4" Floor, Amanora Chambers,
    Amanora Park Town,
    Pune - 411028,
    Maharastra. India.
  • +91 8788462258
  • sales@winlintech.net
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