Keliweb

SLA and continuity of service

A web provider's reliability is certified by SLA (Service Level Agreement).

The high quality services provided by our company are measured combining the real SLA (the relation between the availability and the unavailability timing of the service) and the sudden support response. Keliweb' s mission is to provide our customers the best support and the fastest solutions for any disservice and malfunctioning.

Response time

Our mission is to keep your services always online, providing the fastest help ever.

Ticket reply
10 min
real time estimate

Telephonic Support
3 minutes
Hardware
replacement
2 hours
Network
uptime
99, 99 % annual SLA
All support requests are processed in a few minutes. Support tickets are always classified by priority in consideration of the level of gravity. Any support request is identified by a ticket id, processed considering the timing above.
To request for support, please open a support ticket or live chat with our team.

Hardware Warranty

100 %
Keliweb guarantees the perfect functioning and the highest quality of hardware set, firewall and extra optionals included.
In case of malfunctioning or breakdown the replacement will be done in a few hours as fast as possible and completely for free.
This warranty doesn't apply to software restore, backups, rebuild of RAID's array, applications' installation and configuration.

SLA Network

Keliweb guarantees for its systems connectivity99,99%annual SLA
Refunds are not provided for downtime under 10 minutes. In case of downtime up to 10 minutes we will refund 10% of the monthly fee to our customer. Our customer needs to sent a refund request within seven days to our e-mail address info@keliweb.it, describing the problem in details.

Technology

Keliweb guarantees high- quality service and support, thanks to the direct management of its own datacenter infrastructure.
Keliweb Datacenter
Cloudtechnology The first in Italy since 2009
New generation Datacenter
DDoSproactive protectionIn collaboration with Operatori
Datacenter Italia
OpticFiberRedundant
Best Datacenter Italia
ElectricTriple redundancyPower Center,ups, generators
datacenter advanced security system
Securitysystems video surveillance, access control, supervised temperature
green datacenter
GreenDatacenterpowered by our photovoltaic plan.
bid dimensions datacenter
Dimensions500 mq
datacenter big servers capacity
Capacity3000 Servers
datacenter monitoring system
24/7/365Monitoring

Our Datacenter DC2