SLAs
The following SLAs are our target recovery times:
| Severity Level |
Recovery response |
Recovery times |
Op. hours |
| 4 Displacement 1 |
Off Datavault: Servers shipped to your temporary office or hosted by us for remote Terminal Services |
24 hours |
24 * 7 |
| 3 System loss 2 |
Off Datavault: Previous image (up to 31 days old) or LDM not available |
24 hours |
| 2 System integrity 3 |
Off LDM: Latest image |
6 hours |
| 1 Accident/Malicious |
Off LDM: Drag & drop any current user files (by you) |
In your own time |
| Off LDM: Drag & drop current user or system files |
4 hours 4 |
Standard Help-desk hours |
| Off Datavault: Any previous versions (max 31 days) |
24 hours |
1. Requires confirmation of cover from your insurance cover before delivery to site
2. From provision of new server to our datacentre if server not being provided by IntraLAN
3. Times from when the server fault (e.g. replacement disks) has been rectified.
4. Exception is an individual user's email folder; time required depends on overall size of Exchange database