Service Level Agreement
With every client we agree on a Service Level Agreement. This document contains the service level for the solutions we provide.
For instance, within the Service Level Agreement you can find for which issues XS Networks is responsible. The response and resolution times are been defined for when a component does not operate as expected. These response and resolution times depend on the defined priorities. The document also describes in what way problems should be notified and in what way XS Networks reports back to you.
XS Networks uses the Service Level Framework of the Dutch Hosting Provider Association to improve transparency within the market.