Managed services SLA
Response and resolution commitments for services where Atfenix manages the server for you.
Scope
This agreement applies to services that include management by Atfenix, such as server monitoring, operating system maintenance, patching and support. It applies in addition to the Service level agreement, which covers network and infrastructure availability.
What we manage
Depending on your plan, managed services can include:
- 24x7 monitoring of the server and key services;
- operating system updates and security patching;
- configuration of supported software and services;
- backup management, where backup is part of your plan; and
- support for incidents and requests.
Your application code, content and data remain your responsibility unless your agreement says otherwise.
Support and response
Support is available through the channels listed on our contact page. Requests are prioritised by severity:
- Critical: the service is down or severely degraded. Handled first, around the clock.
- High: a major function is impaired but a workaround exists.
- Normal: minor issues, questions and change requests.
Target response times for each level are confirmed in your service agreement. Targets are goals for first response, not guarantees of resolution time.
Maintenance
We aim to give advance notice of planned maintenance that may affect your service. Urgent security patches may be applied with shorter notice.
Exclusions
Managed services do not cover faults caused by changes you make without our knowledge, unsupported software, third-party applications, misuse, or events outside our reasonable control.
Remedies
Where we miss a committed target, our remedy is as set out in your service agreement. Fees are non-refundable as described in the Refund policy.
Contact
Questions about this page can be sent to [email protected] or raised by phone on +91 92119 78879. Our postal address is Atfenix Data Centre Private Limited, A-61, Sector 16, Noida, Uttar Pradesh 201301, India.