All support requests are usually processed in a few minutes. Tickets are processed by priority levels, depending on the gravity of disservice.
All support requests are identified by a ticket id, including the description of the disservice and the eventual response time.
For support you can open a ticket or chat with us in our portal.
Keliweb guarantees the correct functioning and the highest quality of the whole hardware section, including firewall, and other additional features.
Any eventual malfunctioning or replacement will be processed in a few hours, in the fastest way possibile and completely for free.
The warranty does not include software restore, RAID array's rebuilt, apps installation and configuration.
Keliweb guarantees 99,99% SLA for all services on annual base.
In case of a less than 8 hours down no refund will be provided for managed services. In case of an over 8 hours down a 10% refund will be applied on the monthly subscription: it will be possibile to use it as credit for the following renewal. If the down takes more than 24 hours a 10% refund will be provided on the monthly subscription.
No refund will be provided for the unmanaged services for a less than 10 hours down. In case of an over 12 hours down a 10% refund will be provided on the monthly subscription.
For eventual refunds, customers have to send a specific request in 7 days to firstname.lastname@example.org, describing the the kind of disservice in details.
Keliweb provides several advantages for customers in terms of high-performing support.
since 2009, the first Cloud in Italy
in cooperation with the operators
Redundant optic fiber
Power center, UPS, electrical generators
Video surveillance, controlled
temperature, access control
Powered by renewable energies
*Calculated on annual basis