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Service Level Agreements

Offering competitive Service Level Agreements (SLAs) has fast become one of the defining features of the hosting industry. Vellance's high uptime and bandwidth guarantees, combined with our ultra-fast response time, qualifies us to proudly say that we're one of the top service providers in the industry.

  • 99,999% uptime-guarantee network and cloud
  • Servers always run at a 50% bandwidth surplus to ensure supreme availability and fast connectivity
  • 24/7 support desk with a guaranteed response time of 15 minutes

What sets Vellance apart from everyone else?

Few hosting providers will go so far as to give uptime guarantees of 99,999%, but we've been living up to it for years. We think every minute of downtime is one too many, which is why our team works around the clock to make sure everything keeps running nice and smoothly. One of the unique ways in which we do this is by always making sure our servers run at a 50% bandwidth surplus – even during peak hours. By doing this we can guarantee that your site or app will always stay up, and that you'll always have super fast connectivity.

Another important aspect of our SLAs is our emphasis on support. While others are often only available during office hours (and often have significant wait times), our support engineers are available 24/7 to answer any question you might have. Our support desk can be reached via ticket, email, Skype or phone, and will always respond within 15 minutes. What's more, you'll never get put through to someone who doesn't know what you're talking about: you're always connected to an expert, right off the bat. 

Considerations

The following things are important to keep in mind when comparing SLAs of different hosting providers:

Uptime guarantees

Most SLAs focus on these, and they're definitely not just meaningless numbers. You should be aware that an uptime guarantee of 99,9% (as offered by Amazon S3) translates to an allowed amount of downtime of more than 8 hours per year! By contrast, Vellance's guarantee of 99,999% translates to a mere 5,26 minutes of allowed downtime per year.

Availability of the support desk

Support is an indispensable part of hosting. It is of paramount importance that you can get help whenever you need it. For this reason you should always pay close attention to the availability of support desks during your orientation period. What is the offered service window? And in what ways are you able to reach the support desk: only through tickets and email, or could you actually call them? At Vellance, someone who thoroughly knows their stuff will always pick up the phone, no matter what time it is.

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Telephone +31 (20) 489 24 55
Email support@vellance.com
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