Remote Hands SLA: A Response Time For Every Site
The Reboot Monkey SLA sets a response time for each site in your contract, in whichever data center your equipment runs. It covers how fast our engineers respond. Power, cooling and building uptime stay with the facility operator.
What The SLA Covers
Our SLA is a response-time agreement. Standard incident response is within 4 hours, and each site can be set to its own response tier. Where an engineer is stationed on site, a 15 minute response is available as a paid option.
You sign one contract with Reboot Monkey and keep one point of contact for all sites and countries. We do not own or run the buildings. Power, cooling and building uptime are the responsibility of the facility operator, so this SLA makes no promise about them.
RESPONSE OPTIONS
Prices are quoted per site and market, in EUR excluding VAT. Response times count business hours unless your contract says otherwise.
Standard Response
Incidents are handled under a 4 hour standard incident response SLA.
Faster Tiers Per Site
Each site can be set to a faster response tier in business hours, quoted per site and market.
15 Minute Response
With an engineer stationed on site. Paid option, quoted per site.
Outside Business Hours
Evening, night and weekend work at the out-of-hours rate set in your contract.
Several Sites
One contract and one point of contact for every site, with terms for several sites on quote.
Engineer Time
Billed per hour in each market. Minimum 1 hour per dispatch, then 15 minute increments, plus travel per visit.
From Report To Engineer On Site
An incident starts with your report, or with an alert from our NOC, which monitors IPMI, iDRAC, SNMP, temperature, power and network 24/7. We confirm the site, the equipment, the task and site access, then dispatch an engineer from our field network. The engineer responds within the time set by the tier for that site, or within 15 minutes where an engineer is stationed on site. On site, the engineer works on your Dell, HP, Cisco, Juniper or Arista hardware for you, independent from the facility operator.
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What Is Included And What Is Billed
The monthly fee covers the response commitment for that site. Work on site is billed as engineer time at the hourly rate for that market, with a minimum of 1 hour per dispatch, then 15 minute increments, plus travel per visit. Facility power, cooling and building uptime are not part of the fee: they are the responsibility of the facility operator.
Get a QuoteWHY CHOOSE REBOOT MONKEY?
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