Service Level Agreements

Partnership based on trust and understanding


With years of experience managing other organisations’ data, security and infrastructure, we realise how important and difficult it is to win someone’s trust when doing business together. Running your IT operations successfully requires secure management of critical business data. To guarantee this, we provide the same high-quality service management we would like to receive ourselves. 

Hostventura guarantees infrastructure and network availability for 99.99% for all critical systems, excluding scheduled maintenance. We work with solution-specific service level agreements to guarantee key features such as uptime, response and fix time. 

  1. STDSLA

    Monitoring 24/7
    Alerting 24/7
    Patches and updates [YES]
    Antivirus, anti-spyware monitoring and fix [YES]
    Remote system changes, user adds, user modifications and other admin tasks under 15 minutes 5 per month
    Hardware warranties and software licence management [YES]
    Response times 4 hours
    Priority response [NO]
    Escalation management [NO]
    Account management [NO]
    Monthly per server 20
    Monthly per service Included
    Phone support during business hours [YES]
    Phone support outside of business hours [NO]
    Email support Monday to Friday 07:00 to 17:00
  2. ENHSLA

    Monitoring 24/7
    Alerting 24/7
    Patches and updates [YES]
    Antivirus, anti-spyware monitoring and fix [YES]
    Remote system changes, user adds, user modifications and other admin tasks under 15 minutes Unlimited
    Hardware warranties and software licence management [YES]
    Response times 2 hours
    Priority response [NO]
    Escalation management [YES]
    Account management Shared
    Monthly per server 100
    Monthly per service Included
    Phone support during business hours [YES]
    Phone support outside of business hours [YES]
    Email support Monday to Sunday 08:00 to 22:00
  3. CustomSLA

    Monitoring 24/7
    Alerting 24/7
    Patches and updates [YES]
    Antivirus, anti-spyware monitoring and fix [YES]
    Remote system changes, user adds, user modifications and other admin tasks under 15 minutes [YES]
    Hardware warranties and software licence management [YES]
    Response times 15 mins
    Priority response [YES]
    Escalation management [YES]
    Account management Dedicated
    Monthly per server Contact us
    Monthly per service Included
    Phone support during business hours [YES]
    Phone support outside of business hours [YES]
    Email support 24/7


*We guarantee the proper function of all hardware components hosted to the client. If an incident occurs or a component fails, Hostventura will inform the client and replace it within one business day.

Availability and quality of service

Hostventura’s help desk services can be customised according to the user requirements with a response time of under an hour. Our technical team is led by PCLM and VDI certified professionals that ensure our services are consistent with all international and European standards. We take your security seriously. 

  • Custom SLAs with help desk response time of under an hour
  • IT processes based on ITIL
  • IT security compliant - ISO/IEC 27001:2013 certificate
  • Hardware maintenance with expedient reporting and repairs