Service Level Agreement

Firm guarantees for response times, uptime and incident priority

Know exactly what to expect — outside office hours and during unexpected incidents. We tailor every SLA entirely to your situation, for Managed VPS and externally hosted servers.

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Included
What an SLA covers
  • Guaranteed response times within and outside office hours
  • Priority handling ahead of other clients during incidents
  • Verified uptime guarantee for your server and network

What is a Service Level Agreement?

A Service Level Agreement (SLA) is a formal commitment in which we set out concrete agreements on response times, uptime guarantees and the priority you receive during incidents and support requests — tailored entirely to your situation.

An SLA is particularly relevant when your business depends on the availability of your server environment — a web shop that cannot afford downtime, business-critical applications, or processes where every minute of unavailability has direct consequences for your revenue or customers.

Every SLA we draw up is fully tailored to your requirements. The packages on this page provide an indication of the possibilities and pricing — the final agreement is always discussed and agreed upon personally, covering both office hours and outside them.

As an SLA client, you have the assurance of a guaranteed response time and personal attention for every incident or support request. Depending on your package, we are available during office hours, seven days a week — or around the clock with SLA Pro.

Managed VPS

Combining an SLA with a Managed VPS package gives you server management and formal guarantees in a single agreement — including response times, uptime guarantees and incident priority.

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External server management

If your server is hosted elsewhere, we can agree on response times and incident priority. Uptime guarantees for network or hardware do not apply in this case.

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SLA packages

Choose the package that suits your situation. We always finalise the agreement personally — tailored to your specific requirements.

SLA Most popular

SLA Core

For websites and applications where availability matters

From
€ 249,99/ month
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Base

  • Response within 2 hours
  • Response within 4 hours
  • SLA coverage Mon–Fri, 09:00–17:00

Specifications

  • Priority support
  • Priority during incidents
  • 1 hour remote-hands per month
  • 99.75% uptime guarantee
SLA

SLA Plus

For business-critical websites and applications on a hosting or server service

From
€ 549,99/ month
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Base

  • Response within 1 hour
  • Response within 2 hours
  • SLA coverage Mon–Sun, 09:00–17:00

Specifications

  • Priority support
  • Priority during incidents
  • 2 hours remote-hands per month
  • 99.90% uptime guarantee
SLA

SLA Pro

For business-critical websites and applications where downtime is not acceptable

From
€ 1.099,99/ month
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Base

  • Response within 1 hour
  • Response within 1 hour
  • SLA coverage 24/7 (around the clock)

Specifications

  • Priority support
  • Priority during incidents
  • 4 hours remote-hands per month
  • 99.95% uptime guarantee

What an SLA gives you

What an SLA with xYnta means in practice — and why it makes a difference.

Fixed response time

We set out your response time in a formal agreement — not a vague promise, but a concrete commitment. You know exactly when we will respond, including outside office hours and at weekends.

Uptime with compensation

We guarantee a minimum network uptime, depending on your package. If we fall short of that guarantee, you will automatically receive compensation in line with the agreed SLA terms.

Always first in line

As an SLA client, you always receive priority when incidents or support requests arise. Your situation is addressed first — you will never have to wait for an issue to be resolved.

Fully tailored

Every SLA we draw up is fully tailored to your requirements. We discuss your situation personally and only commit to the agreements that are genuinely relevant to your environment and needs.

Own infrastructure

We manage our own servers and network in a Dutch data centre. This allows us to offer concrete uptime guarantees and respond immediately without depending on third parties.

Everything in one agreement

Combine an SLA with a Managed VPS or server management package and we handle both management and guarantees in a single agreement — with one point of contact for everything.

Frequently asked questions

Answers to frequently asked questions about our Service Level Agreements — what you can expect and how it works in practice.

An SLA is relevant when your business depends on the availability of your server environment. Think of a web shop that cannot go offline, business-critical applications, or processes where every minute of downtime has direct consequences for your customers or revenue.

Not sure whether an SLA suits your situation? Get in touch and we will discuss your needs personally. We are happy to think along with you and give honest advice about what makes sense for your environment.

Yes, and it is the most common combination.

We add the SLA terms to the existing Managed VPS management contract — so that server management, monitoring and guarantees are all covered in a single agreement with one point of contact.

If we do not meet the agreed uptime guarantee, you will automatically receive compensation in accordance with the SLA terms — you do not need to request this yourself. We are always transparent about what went wrong and will contact you personally to explain the situation.

This is possible to a limited extent. For servers hosted elsewhere, we can formally agree on response times and incident priority.

Uptime guarantees for network or hardware are not possible in that case — they can only be offered when we manage the full infrastructure ourselves, as with a Managed VPS package at xYnta.

After your enquiry, we will contact you personally. We discuss your situation, server environment and requirements, and draw up a tailored agreement on that basis. The packages give an indication of the pricing — the final content and agreements are always decided together with you.

An SLA can be cancelled on a monthly basis, unless otherwise agreed. If you wish to adjust the content — such as a higher uptime guarantee, different response times or broader coverage — we discuss this personally and update the agreement for you.
No obligation

We are happy to think along with you

We tailor every SLA entirely to your situation and always discuss it with you in person. Get in touch for a no-obligation conversation about the…

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Every SLA is drawn up entirely to your requirements. We discuss your situation personally and put together an agreement that fits your environment and needs.

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