1.1. LeaseWeb shall provide an English‐language customer support service. LeaseWeb will maintain support engineers actively on duty 24 hours
per day, every day of the year.
1.2. LeaseWeb shall in no event be obliged to provide any support services to Customer’s End Users.
1.3. Customer may initiate a request for Standard Support, Advanced Support or Remote Hands, or report a Service Disruption (a “Support
Request”) via the technical helpdesk via the Customer Portal, phone or e‐mail. A Support Request must include the following information: (i)
type of service, (ii) company name, (iii) name and number for immediate contact with the Customer, (iv) a clear, detailed and unambiguous
description of Standard Support, Advanced Support or Remote Hands Services requested, and (v) a detailed description of the Service
Disruption (if applicable). LeaseWeb may refuse a Support Request if it is not able to establish that the Support Request is made by the
person authorised thereto in the Customer Portal.
1.4. The table below sets forth the Response Time (the “Response Time Target”) for (a) any Service Disruptions that have been reported by
Customer to LeaseWeb in accordance with Section 1.3 above, and (b) any request for Standard Support Service, Advanced Support Service or
Remote Hands Service to be performed made in accordance with Section 1.3 above. The Response Time Target, depends (i) for Colocation
Services, on the Remote Hands Package chosen by Customer, and (ii) for any other Services, on the SLA level that the Customer has chosen.
Table 1: Response Time Target
| SLA – LEVEL | REMOTE HANDS | RESPONSE TIME TARGET |
|---|---|---|
| Basic | Basic | 24 hours |
| Bronze | Bronze | 4 hours |
| Silver | Silver | 2hours |
| Gold | Gold | 1hour |
| Platinum | Platinum | 30 minutes |
1.5. In the event LeaseWeb does not respond within the applicable Response Time Target, Customer shall be eligible to receive a Service Credit
(the “Response Time Credit”) for every one (1) hour in excess of the maximum Response Time Target equal to 2% of the Monthly Recurring
SLA Charge or the Monthly Recurring Remote Hands Charge (as applicable) for the respective month for the Service or Equipment affected by
the Service Disruption or for which Advanced Support Services/Remote Hands were requested (as applicable). If Customer does not pay a
Monthly Recurring SLA Charge or Monthly Recurring Remote Hands Charge (as applicable), then Customer shall not be eligible to any
Response Time Credit.
1.6. Customer shall ensure that it will at all times be reachable on Customer’s emergency numbers, specified in the Customer Details Form. No
Response Time Credit shall be due in case the Customer is not reachable on Customer’s emergency number.
1.7. The maximum amount of Response Time Credits that a Customer may be eligible to in a particular month, shall be limited to 50% of the
Monthly Recurring SLA Charge or the Monthly Recurring Remote Hands Charge (as applicable) for the respective month for the Customer’s
Service or Equipment affected by the Service Disruption or for which Advanced Support Services/Remote Hands were requested (as
applicable).