SLA

Mark Whelan's Avatar

Mark Whelan

27 Sep, 2016 09:51 AM

Hi, can you send me the link to your SLA please.

  1. Support Staff 1 Posted by marc on 28 Sep, 2016 04:17 PM

    marc's Avatar

    Hi Mark,

    Hosted Scalr Terms of Service are available here: https://www.scalr.com/policies/terms-of-service

    Let us know if you have any further questions.

    Cheers,
    Wm. Marc O'Brien
    Scalr Technical Support

  2. marc closed this discussion on 28 Sep, 2016 04:17 PM.

  3. Mark Whelan re-opened this discussion on 28 Sep, 2016 04:24 PM

  4. 2 Posted by Mark Whelan on 28 Sep, 2016 04:24 PM

    Mark Whelan's Avatar

    Hi and thanks for the reply but it was your ‘Service Level Agreement’ I was looking for not your terms of use, do you have an SLA?

    Mark

  5. Support Staff 3 Posted by marc on 28 Sep, 2016 04:29 PM

    marc's Avatar

    Hi Mark,

    We have publicly posted Support Policies but we do not have a stated SLA or response/resolution time for Hosted Support inquiries. Is there a specific concern or question that you are looking for an answer for? Perhaps we can provide clarification if you have any particular concerns.

    Many thanks,
    Wm. Marc O'Brien
    Scalr Technical Support

  6. 4 Posted by Mark Whelan on 29 Sep, 2016 07:35 AM

    Mark Whelan's Avatar

    Our end clients have been complying about the amount of down time over the last 6 months and have requested the SLA for Scalr.

  7. Support Staff 5 Posted by marc on 29 Sep, 2016 08:23 PM

    marc's Avatar

    Hi Mark,

    We do not have an specific SLA for Hosted Scalr outside of what is outlined in the Terms of Service. We do acknowledge that there was a brief outage incident in July, but there have been no outages on our side beyond that. Keep in mind, we are not responsible for any AWS outages that may have occurred in any time frame that contribute to your customer's perceived downtime. Have you had reports of downtime outside of the isolated incident in July? Let us know if you have any questions.

    Many thanks,
    Wm. Marc O'Brien
    Scalr Technical Support

  8. marc closed this discussion on 01 Nov, 2016 04:23 PM.

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