Below is an overview of the service levels* which are offered as Netic Standard.
The overview does not contain the details of monitoring, SLA levels etc. Please contact Sales and Administration: sales@netic.dk for further information.
All values listed are default (variation may occur depending on contract).
Service Level Name | OS Standard | OS Plus | Procedure Standard | Procedure Plus |
|---|---|---|---|---|
| Hardware Monitoring (physical hardware applicable only) | Additional purchase | Additional purchase | Additional purchase | Additional purchase |
| Ping Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| OS Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| Application Monitoring | N/A | N/A | Single Application Business Days 7-17 | Single Application 24/7 |
| Alarm Recipient | Netic | Netic | Netic | Netic |
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
| Service Desk Availability (Incidents) | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
SLA and Availability (Server availability within the monitoring time frame - service windows excluded) | 99% | 99% | 99% | 99% |
Patch Management | Security and minor patches performed during Business Days 7-17 | Security and minor patches performed during Business Days 7-17 | Security and minor patches performed during Business Days 7-17 | Security and minor patches performed during Business Days 7-17 |
Service Level Name | App Standard | App Plus | ||
| Hardware Monitoring (physical hardware applicable only) | Additional purchase | Additional purchase | ||
| Ping Monitoring | Business Days 7-17 | 24/7 | ||
| OS Monitoring | Business Days 7-17 | 24/7 | ||
| Database Monitoring | Single Application Business Days 7-17 | Single Application 24/7 | ||
| Alarm Recipient | Netic | Netic | ||
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | ||
| Service Desk Availability (Incidents) | Business Days 7-17 | 24/7 | ||
SLA and Availability (Server availability within the monitoring time frame - service windows excluded) | 99% | 99% | ||
Patch Management | Security and minor patches performed during Business Days 7-17 | Security and minor patches performed during Business Days 7-17 | ||
Service Level Name | DBA Standard | DBA Plus | DBA Enhanced Standard | DBA Enhanced Plus |
| Hardware Monitoring (physical hardware applicable only) | Additional purchase | Additional purchase | Additional purchase | Additional purchase |
| Ping Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| OS Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| Database Monitoring | Single Instance Business Days 7-17 | Single Instance 24/7 | HA/DR/Cluster Business Days 7-17 | HA/DR/Cluster 24/7 |
| Alarm Recipient | Netic | Netic | Netic | Netic |
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
| Service Desk Availability (Incidents) | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
SLA and Availability (Database/Cluster availability within the monitoring time frame, service windows excluded) | 99% | 99% | 99.9% (applies to redundancy setup only) | 99.9% (applies to redundancy setup only) |
Patch Management | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied Business Days 7-17 | Security and minor patches applied Business Days 7-17 | Security and minor patches applied Business Days 7-17 |
Service Level Name | Atlassian Management Standard | Atlassian Management Plus | ||
| OS Monitoring | Business Days 7-17 | 24/7 | ||
| Application Monitoring | Single Application Business Days 7-17 | Single Application 24/7 | ||
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | ||
| Service Desk Availability (Incidents) | Business Days 7-17 | 24/7 | ||
SLA and Availability (Application availability within the monitoring time frame, service windows excluded) | 99% | 99% | ||
Patch Management | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 | ||
Service Level Name | Humio Management Standard | Humio Management Plus | Splunk Single-Server Management Standard | Splunk Single-Server Management Plus |
| OS Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| Application Monitoring | Single Application Business Days 7-17 | Single Application 24/7 | Single Application Business Days 7-17 | Single Application 24/7 |
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
| Service Desk Availability (Incidents) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
SLA and Availability (Application availability within the monitoring time frame, service windows excluded) | 99% | 99% | 99% | 99% |
Patch Management | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 |
| Service Level Name | Splunk Searchhead/Master Management Standard | Splunk Searchhead/Master Management Plus | Splunk Index Management Standard | Splunk Index Management Plus |
| OS Monitoring | Business Days 7-17 | 24/7 | Business Days 7-17 | 24/7 |
| Application Monitoring | Single Application Business Days 7-17 | Single Application 24/7 | Single Application Business Days 7-17 | Single Application 24/7 |
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
| Service Desk Availability (Incidents) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 |
SLA and Availability (Application availability within the monitoring time frame, service windows excluded) | 99% | 99% | 99% | 99% |
| Patch Management | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 | Security and minor patches applied during Business Days 7-17 |
| Service Level Name | Netic Ping Only Standard | Netic Ping Only Plus | No Monitoring | |
| Hardware Monitoring (physical hardware applicable only) | Additional Purchase | Additional Purchase | N/A | |
| Ping Monitoring | Business Days 7-17 | 24/7 | N/A | |
| OS Monitoring | N/A | N/A | N/A | |
| Application Monitoring | N/A | N/A | N/A | |
| Alarm Recipient | N/A | N/A | N/A | |
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | Business Days 7-17 | |
| Service Desk Availability (Incidents) | N/A | N/A | N/A | |
SLA and Uptime (Server availability within the monitoring time frame - service windows excluded) | N/A | N/A | N/A | |
| Patch Management | N/A | N/A | N/A | |
| Service Level Name | Customer Standard | Customer Plus | ||
| Hardware Monitoring (physical hardware applicable only) | Additional Purchase | Additional Purchase | ||
| Ping Monitoring | Business Days 7-17 | 24/7 | ||
| OS Monitoring | Optional | Optional | ||
| Application Monitoring | Optional | Optional | ||
| Alarm Recipient | Customer | Customer | ||
| Service Desk Availability (Service Request) | Business Days 7-17 | Business Days 7-17 | ||
| Service Desk Availability (Incidents) | N/A | N/A | ||
SLA and Uptime (Server availability within the monitoring time frame - service windows excluded) | N/A | N/A | ||
| Patch Management | N/A | N/A | ||
*The service levels are valid for all contracts entered with Netic from November 2021.