Preventive maintenance
Individual or infrastructure maintenance, notified at least 48 hours in advance (except emergencies).
Service Level Agreement
Our availability commitment
We guarantee 99,9% of contracted online time for GRUPO INAN SpA's Web Hosting, dedicated servers and VPS. In practice, the average month-to-month uptime we record is 99,99%.
99,9% guaranteed
Measured with PRTG
Downtime compensation
24/7 monitoring
99,9%
Guaranteed uptime
99,99%
Real uptime (PRTG)
10%
Compensation per hour of downtime
24/7
Monitoring and support
What we guarantee
99.9% availability of contracted time
The guarantee covers the availability of connectivity, power, climate control and infrastructure of our DataCenter. We measure automatically with PRTG, which detects any outage immediately.
- Applies to Web Hosting, VPS and dedicated servers
- Default monthly allowance of 43 min 49.7 s
- Actual average recorded uptime of 99.99%
- Immediate incident detection
Compensation for unplanned downtime
For each hour of unplanned unavailability exceeding the monthly allowance, we apply a 10% discount on that month's billing. The request must be made within a maximum of 24 hours from the incident.
Hardware failures
On dedicated servers and VPS with hardware issues, we commit to repairing and/or replacing the component as quickly as possible.
Technical support
Response times by level
We classify each incident by complexity and commit to first-response and resolution times according to the level.
30 minutos
Average during business hours (09:00 a 18:00 h)
2 horas
Average outside business hours
3 hours
Committed maximum at Level 1
| Level | Incident type | First response | Resolution |
|---|---|---|---|
| Level 1 | Basic issues and operating system reinstallation | Max. 3 hours | Depending on complexity |
| Level 2 | Medium-complexity issues | Max. 6 hours | Up to 48 hours |
| Level 3 | High-complexity issues | Máx. 24 horas | Hasta 72 horas |
During business hours (09:00 a 18:00 h) the Level 1 first response arrives in 30 minutos on average; outside those hours, in 2 horas. Resolution times depend on the complexity of each case. Technical support runs continuously, 24/7.
Exclusions
What the SLA does not cover
To be transparent, these are the cases excluded from the availability calculation.
Force majeure events
Natural disasters or events that disrupt service across multiple providers, such as massive fiber-optic outages.
Causes attributable to the client
Damaged software or components, programming or design errors, mishandling of the server, IP blocks or attacks aimed at the client's equipment.
INAN is not responsible for the client's mishandling or for custom installations or modifications made by the client.
Frequently asked questions
What availability does INAN guarantee?
We guarantee 99,9% of contracted online time. The actual average uptime we record month to month is 99,99%.
How is availability measured?
With automated tools like PRTG, which detect any outage immediately. The default monthly allowance is 43 minutes and 49.7 seconds.
How does compensation work?
For each hour of unplanned unavailability exceeding the monthly allowance, a 10% discount is applied to that month's billing. The request must be made within 24 hours of the incident.
How do I request compensation?
Through the client portal ticket system, within a maximum of 24 hours from the incident, indicating the affected service and the time of the outage.
What about hardware failures?
On dedicated servers and VPS, we commit to repairing and/or replacing the affected component as quickly as possible.
Check the network status in real time
Check the availability of our services or open a ticket if you notice an incident. We're available 24/7.