Is your website or server running a mission-critical application? Then you want more than just good hosting: you also want clear agreements about support. That's why we at Etheron Hosting offer several SLA options: five support levels that let you decide how quickly we're there for you. In this article, we explain what an SLA actually is and which SLA hosting options you'll find with us.
What is an SLA and why do you need one
SLA stands for Service Level Agreement: an agreement between you and your hosting provider about the level of service. Think of response times on tickets, priority during outages, and the availability of support.
For a hobby project, standard support is often just fine. But is your webshop, business website, or game community running on our servers? Then you want it in writing where you stand if something goes wrong. A good SLA usually contains these elements:
- Response times: how quickly do you get a response to your ticket or outage report?
- Priority: how high do you rank in the queue compared to other tickets?
- Availability: can you also reach us by phone or during the weekend?
- Maintenance windows: when do we carry out planned maintenance, so you can take it into account?
The five SLA support levels at Etheron
On our SLA page you'll find five support levels, from entry-level to premium. That way, you never pay for more support than you need, and you can scale up as soon as your project grows:
- Entry: our base level, with a maximum response time of 24 hours during office hours. Perfectly fine for personal projects and websites that aren't in a hurry.
- Standard: a response time of no more than 12 hours, with phone support and priority in the ticket queue. You also get 15 minutes of website support per month.
- Advanced: we respond within 6 hours and you get 30 minutes of website support per month. Ideal for serious websites and growing webshops.
- Deluxe: a response time of no more than 4 hours, high priority, 1 hour of website support per month, plus weekend availability from 12:00 to 17:00.
- Ultimate: our highest level, with a response time of no more than 3 hours, the highest ticket priority, 1.5 hours of website support per month, and weekend support.
Our office hours are Monday to Friday from 09:00 to 17:00. Tickets are sorted by priority according to your SLA support level, so urgent issues from customers with a higher level are always picked up first.
Why SLA hosting at Etheron is a smart choice
An SLA is more than a response time on paper. The foundation simply has to be right: a stable network, secure datacenters, and honest communication when something is going on. At Etheron, we take care of that in several ways:
- ISO 27001 datacenters: our infrastructure runs in the certified datacenters NorthC and Databarn in Amsterdam.
- Redundant network: thanks to redundant network capacity, we absorb the failure of a connection without you noticing a thing.
- DDoS protection: all of our services come with DDoS protection, and we are currently developing our own anti-DDoS filtering for even faster mitigation.
- Support: you get help in Dutch and English, via our ticket system and our active Discord community.
Full transparency about uptime and network
Promises are nice, but we'd rather just show you. On our public status page status.etheron.nl you can follow the status of our network and services in real time, including planned maintenance windows.
Want to test the network performance yourself? Via our Looking Glass at lg-ams.ping64.net you can run pings and traceroutes from our network in Amsterdam. That way, you know exactly what to expect from our connections in advance.
Custom SLAs for business customers and dedicated servers
Do you have specific requirements that fall outside our standard levels? For business customers and custom projects, such as custom dedicated servers, we're happy to think along about tailor-made SLA agreements. Think of different response times, specific maintenance windows, or agreements that match your business processes.
Together, we look at what your project really needs, without you paying for things you don't use. And if you're torn between two support levels, we're happy to help you make the right choice.
Curious about the options for your project? Get in touch with us via Discord or create a ticket, and together we'll see which SLA level fits you best. We'd love to hear from you!