SLAs are exclusively provided to Enterprise customers within a dedicated agreement and are not automatically included with all products. They can be added upon request by contacting our sales team.
Technical & Emergency
2 Hour Response Time
Ticket-System
4 Hour Response Time
For every elapsed hour that the guaranteed support response time is exceeded, the customer receives a 5% credit of the affected resource's monthly fee from ECSO CLOUD. The total credit amount cannot exceed the monthly cost of that specific resource.
Scheduled maintenance windows do not count as downtime, provided they are announced at least 24 hours in advance. SLA customers will be proactively notified via the ticket system regarding maintenance affecting their infrastructure, and upcoming schedules can be manually reviewed on status.ecso.cloud.
Incident reports on our official status page are published within the guaranteed response time metrics following a validated and confirmed service disruption.
If a service interruption is caused by actions, configurations, or faults of the customer, or if the mitigation and prevention of the outage falls outside the infrastructure boundaries managed directly by ECSO CLOUD, all SLA credit rules become entirely void.
All availability metrics in this SLA refer exclusively to the service quality provided at the network handoff point operated by ECSO CLOUD. Performance degradation or disruptions in data transmission from this handoff point to the customer premises, or within the customer's own IT infrastructure, are completely excluded. Furthermore, network and infrastructure availability parameters apply strictly to hardware systems owned by ECSO CLOUD.
All claims arising under this SLA must be submitted strictly via the ECSO CLOUD ticket system. Claims are only valid if officially reported promptly, at the latest within two weeks following the complete resolution of the disruption. Any rights or claims under this agreement expire automatically 30 days after the date of the incident.
Approved compensations are issued exclusively as cloud service credits on our website platform. The maximum combined compensation across any calendar month is strictly capped at 100% of the monthly fee of the affected resource.