Service Level Agreements (SLAs) define the level of service that customers can expect from our IaaS platform, including uptime guarantees, performance metrics, and support commitments. SLAs ensure transparency and accountability, fostering trust between us as the provider and you as the customer.
The SLAs described in this document do not apply to services impacted by:
As part of our SLAs, you have access to the sc synergy Helpdesk (1st & 2nd Level) during our service hours, Monday to Friday, from 08:00 AM to 12:00 PM and 12:30 PM to 5:00 PM.
You can reach our Helpdesk via email at support@scsynergy.com or by phone at +49 6135 / 71691-200.
We generally recommend contacting us via email, as this allows us to process your request more efficiently.
Severity levels in SLAs categorize the impact of issues on your operations, with higher levels indicating more critical problems. Response and resolution times are prioritized according to these levels, ensuring that the most urgent issues are addressed promptly to minimize disruption to your business. You can categorize the severity of an issue using the following table:
| Severity Level | Description |
| Critical | Your service is no longer available. |
| Significant | Your service experiences regular interruptions or performance issues. |
| Minor | Your service appears to be functioning properly with minimal to no impact on customers. |
The response time begins upon receipt of the report by the contractor via email or phone and applies during the agreed service hours. Prompt processing will always be ensured.
sc synergy guarantees the following response times, based on the severity of the issue:
| Severity Level | Response time for review and classification | Processing within |
| Critical | 1 Stunde | 1 - 6 Stunden |
| Significant | 2 Stunden | 24 Stunden |
| Minor | 4 Stunden | 48 Stunden |
The Service Level Agreement outlines the minimum uptime guarantees we provide for each of our products. These agreements specify the baseline level of service reliability you can expect, including detailed uptime commitments and performance metrics. The following SLAs detail the uptime and service quality standards we offer, ensuring clarity and transparency regarding our service delivery:
| Service | SLA | Description |
| Primary | 99,9% | Compute instances, storage services, network |
| Control | 99,5% | All APIs, panels, and tools used to access and control the platform |
| Obsolete | 0% | All obsolete products and platform services |
Discontinued means that a service is no longer being developed or optimized by us.
This can affect any service in the Primary, Control, Platform or Secondary categories. The SLA for this category remains in place for the discontinued product.
We operate a zero-downtime architecture, meaning the majority of updates have no impact on services. Scheduled maintenance affecting multiple customers is announced via email at least 3 business days in advance. Maintenance involving individual components, such as dedicated hardware, is coordinated with the customer beforehand. Unforeseen events requiring immediate maintenance, such as critical security patches, are treated as primary incidents and communicated promptly to customers.