Service Level Agreement
Our commitment to industrial-grade reliability. eGlitz provides a gold-standard guarantee for IT infrastructure, ensuring your mission-critical operations never miss a beat.
Availability Guarantee
We guarantee a Monthly Uptime Percentage of at least 99.9% for all production-critical systems, backed by automated failover protocols.
Maintenance
Standard windows: Every Sunday 02:00 - 04:00 UTC. Clients are notified 72 hours in advance of any planned infrastructure shifts.
Response Time Targets
Defining our urgency for your success.
Immediate Response
Next Action Priority
Within Business Day
General Inquiry
Tiered Support Architecture
Global Platinum
Dedicated TAM, 24/7/365 multi-channel access, and direct L3 engineering escalations.
Enterprise Gold
Priority queue during business hours, 4-hour response SLA, and monthly performance reports.
Service Credit Structure
If we fail to meet the service commitment, you are eligible for service credits applied against future invoices.
Credits must be requested within 30 days of the incident occurrence.
Redundant Global Nodes
Powered by 42 data centers across 5 continents with Tier-1 peering connectivity.