Support

Service level agreement

Modern businesses run on trust – not just uptime. When every second matters, you need consistent performance, clear accountability, and experts who have your back. Our service level agreements (SLA) set those standards, defining the reliability, response, and support you can count on to keep your operations moving forward.

Beyond uptime – a promise you can measure

In today’s digital world, uptime isn’t enough. When critical workloads drive your business, you need more consistent performance, clear accountability, and experts that stand behind your infrastructure. Our SLA ensures you get exactly that. It sets out the standards we deliver: how fast we respond, how reliably we perform, and how we back it up. Because at the end of the day, you’re not just leasing cloud services – you’re building a foundation you can trust.

See detailed SLA terms
Beyond uptime – a promise you can measure

Frequently asked questions

What does our SLA cover?
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Our SLA define the reliability and support you can expect from Glesys – from uptime guarantees to response times. Each SLA (Basic, Bronze, or Gold) outlines exactly how fast we respond, how availability is measured, and what compensation applies if we fall short.
How do the SLA levels differ?
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We offer three SLA tiers: Basic, Bronze, and Gold. All include expert support, but higher levels come with faster response times and higher uptime guarantees – up to 99.95% for Gold. This lets you choose the level of assurance that fits your business needs.
How is uptime measured?
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Availability is measured monthly at the service connection point. We calculate uptime by comparing total service time against any downtime, excluding planned maintenance or issues outside our control. The result gives a transparent picture of how consistently your service performs.
What counts as downtime?
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Downtime refers to the time when a service is unavailable or its performance is significantly reduced. Planned maintenance, emergency prevention work, or downtime caused by factors beyond our responsibility aren’t included in the calculation.
What happens if we don’t meet the agreed service level?
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If our availability drops below the guaranteed level, you’re entitled to compensation – paid as a percentage of your monthly service fee. The amount depends on the extent of the deviation, with up to 50% of the monthly fee refundable for major outages.
How do I report an issue?
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If you experience any service issues, we’re here to help:

  • SLA Basic: Email us at support@glesys.se
  • SLA Bronze or Gold: You can also reach our 24/7 hotline at +46 8 525 093 41 (personal ID code required).

We’ll start troubleshooting right away – within minutes for active support tiers.

Build on a foundation you can trust

Run your infrastructure in secure, climate-neutral data centers built for growth – engineered for performance, reliability, and the freedom to scale on your terms.

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