At ForLinux, we take our commitment to client care and exceptional service provision very seriously. We provide a Service Level Agreement that covers our support response times.
Software and Support
We guarantee a response in accordance with the table below -
| Priority | Description | Response Time |
|---|---|---|
| Critical | The entire server is 'down' & inaccessible. All users affected. | As soon as reasonably practical and in any event within 30 minutes during Support Hours. |
| High | Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue owing to a hardware or software failure. More than 20 users are affected. | Within 2 hours during the Support Hours. |
| Medium | Certain non-essential features of the service are impaired or subject to periodic interruptions while most major components of the Service remain functional. More than 10 users but less than 20 users are affected. | Within 8 hours during the Support Hours. |
| Low | Errors that are non-disabling or cosmetic and clearly have little to or impact on the normal operation of the Services. Between 1 and 10 users affected. | Within 24 hours during the Support Hours. |
We think you deserve the best! Our service level agreements are second to none and ensure you get to speak to a highly skilled Linux only technician who is fully committed to keeping your business online. Call us today on , email or complete the contact form on the right and let’s work together.
