No worries with a Service Level Agreement

We take care of your virtual server, 24/7

Service Level Agreements

When you get an SLA with TotallyHosted in combination with your virtual server (VPS), you can contractually require certain service levels. We use the following service levels for virtual servers:

  • Monitoring
  • Backup
  • Software
  • Patches & Updates
  • DDoS filter

(With virtual servers, hardware is owned by TotallyHosted so we are responsible for the hardware part).

Service levels

SLA Monitoring Backup Software Patches & Updates DDoS filter Rate
0 Yes No No No No € 0,00
1 Yes Yes No No No € 9,00
2 Yes Yes 8x5xNBD No Yes € 36,00
2+ Yes Yes 8x5xNBD Yes Yes € 45,00
3 Yes Yes 12x5x3 No Yes € 54,00
3+ Yes Yes 12x5x3 Yes Yes € 63,00
4 Yes Yes 12x7x3 Yes Yes € 72,00
5 Yes Yes 24x7x3 Yes Yes € 90,00

Prices valid for 3 months contract, per virtual server per month. For longer periods we give discount on the prices.
Price with contract for 2 year(s): 5% discount on SLA rate
Price with contract for 3 year(s) 10% discount on SLA rate

SLA conditions

Monitoring:
TotallyHosted will monitor the server(s) of the customer 24/7. Both the customer and the staff of TotallyHosted will be notified within 5 minutes by SMS if the test page is inaccessible. TotallyHosted can not be held liable for malfunctions in the SMS center.

Backup:
TotallyHosted will take care of the backups of the server(s) in question. The customer can specify what to backup and when the backup should occur. For backups in addition to the preset backup schedule, the rate of € 90.00 excluding VAT per hour will be handled.

Software:
TotallyHosted is responsible for managing the operating system and applications that are used to provide Internet services, other software does not fall under the responsibility of TotallyHosted. If software causes problems or stops functioning, TotallyHosted come up with a suitable solution within the stipulated period. If Internet services are not available , the customer should notify TotallyHosted as soon as possible. Software modifications must be left to TotallyHosted. These adjustments or transactions will be processed within two working days, and are not covered by the response time / service time. Totally Hosted can not be held responsible for the actions assigned and / or modifications specified by the customer. The customer will be informed by email by TotallyHosted regarding the requested actions and / or adjustments. TotallyHosted will respond to support questions on weekdays between 10:00 and 18:00 within the specified term.
Software accountability: CentOS/Fedora, MySQL, PHP, Apache, Plesk, DirectAdmin.

Patches & Updates:
TotallyHosted is responsible for keeping the software on the list up-to-date, other software does not fall under the responsibility of TotallyHosted. TotallyHosted will check the server software at least twice a month, with a minimum of 5 working days in between. TotallyHosted reserves the right to not install updates and patches on the server(s), if incompatibility with (other) installed software or hardware is suspected.

DDoS filter:
TotallyHosted provides free protection against incoming Distributed Denial of Service attacks. Up to 1 Gbit attacks for free, after which time cost of € 90.00 per 60 minutes (calculated for each block of 10 minutes). Approximately 96% of the attacks is automatically cut off, specific attacks are blocked by writing manual rules. The costs are € 120.00 per hour. TotallyHosted does not guarantee fending off attacks, but does so on the basis of best effort.

Other conditions:
At any time, the customer can approach TotallyHosted to accommodate multiple virtual servers and to subscribe extra SLA agreements. SLA agreements are subscriptions per virtual server.

Want to upgrade your virtual server with an SLA?