Remote Hands SLA: A Response Time For Every Site
The Reboot Monkey SLA sets a response time for each site in your contract, in whichever data center your equipment runs. It covers how fast our engineers respond. Power, cooling and building uptime stay with the facility operator.
What The SLA Covers
Our SLA is a response-time agreement. Incidents and unplanned requests are covered by a 1-hour, around-the-clock incident response SLA. On-site, dispatch and resolution times and priority tiers are agreed per site in your service agreement. Where technicians are stationed on-site, a 15-minute premium response is available as a paid add-on.
You sign one contract with Reboot Monkey and keep one point of contact for all sites and countries. We do not own or run the buildings. Power, cooling and building uptime are the responsibility of the facility operator, so this SLA makes no promise about them.
RESPONSE OPTIONS
Prices are quoted per site and market, in EUR excluding VAT. On-site, dispatch and resolution times are agreed per site in your service agreement.
1-Hour Incident Response
Incidents and unplanned requests are covered by a 1-hour, around-the-clock incident response SLA.
Priority Tiers Per Site
On-site, dispatch and resolution times and priority tiers are agreed per site in your service agreement.
15-Minute Premium Response
Available where technicians are stationed on-site, as a paid add-on.
Outside Business Hours
Evening, night and weekend work at the out-of-hours rate set in your contract.
Several Sites
One contract and one point of contact for every site, with terms for several sites on quote.
Engineer Time
Billed per hour in each market. Minimum 1 hour per dispatch, then 15 minute increments, plus travel per visit.
From Report To Engineer On Site
An incident starts with your report, or with an alert from our NOC, which monitors IPMI, iDRAC, SNMP, temperature, power and network 24/7. We confirm the site, the equipment, the task and site access, then dispatch an engineer from our field network. Incidents and unplanned requests are covered by our 1-hour, around-the-clock incident response SLA; the dispatch and on-site times for each site are agreed in your service agreement, and where technicians are stationed on-site, a 15-minute premium response is available as a paid add-on. On site, the engineer works on your Dell, HP, Cisco, Juniper or Arista hardware for you, independent from the facility operator.
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What Is Included And What Is Billed
The monthly fee covers the response commitment for that site. Work on site is billed as engineer time at the hourly rate for that market, with a minimum of 1 hour per dispatch, then 15 minute increments, plus travel per visit. Facility power, cooling and building uptime are not part of the fee: they are the responsibility of the facility operator.
Get a QuoteWHY CHOOSE REBOOT MONKEY?
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