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Service Levels

Servala services can be offered with different service levels (SLAs) and support plans that define the guarantees around availability, response times, and incident handling. Service levels and support are currently provided by VSHN according to the VSHN terms. The two authoritative references are:

The available tiers depend on the service and offering. See the relevant page in the Service Catalog for service-specific details.

Service level profiles

VSHN offers four SLA profiles with increasing levels of commitment. Planned maintenance is excluded from availability calculations, and service credits apply to the three paid profiles when availability falls below target.

  • Baseline: no formal uptime commitment and no service credits. Intended for non-critical workloads.
  • 99.9% Business Hours: 99.9% availability measured during office hours (Mon to Fri, 09:00 to 18:00 CET/CEST), with a 2-hour response target and incident reporting on request.
  • 99.9% 24/7: the same 99.9% target measured around the clock, with a 2-hour response window and incident reporting included.
  • 99.99% 24/7: the highest tier with 99.99% availability measured continuously, a 1-hour response commitment, and a root-cause analysis within 5 days of an incident.

The 24/7 service level profiles require a support plan that includes 24/7 coverage. For the exact terms and service credit details, see the Service Levels page.

Support plans

VSHN offers four support plans with varying availability and operational engagement. Response and resolution commitments vary by plan and incident severity.

  • Core (included): baseline support for low-criticality or development workloads. Office hours availability (Mon to Fri, 09:00 to 18:00 CET/CEST), primarily via the ticket system.
  • Business Support (15% of monthly service fees, minimum CHF 800): enhanced support with prioritization and escalation for production workloads. Office hours availability via ticket, chat, and phone.
  • 24/7 OnCall Support (25% of monthly service fees, minimum CHF 2,500): round-the-clock on-call support for critical incident handling, including after-hours phone access.
  • Enterprise Managed Operations (35% of monthly service fees, minimum CHF 5,000): the highest operational engagement with extended governance and proactive operations, 24/7 availability, and dedicated account management.

For the full scope and current pricing, see the Support Plans page.

Service level reporting

For instances with a service level guarantee, Servala reports on the achieved service level so you can verify that the guarantees are being met.

The service level tiers and their effect on pricing are described in Compute Plans & SLAs.