SLA - Service Level Agreement

  • Client agrees to allow us to access his servers using our SSH key to provide our services.
  • All requests are done through our support email.
  • We only support Linux servers.
  • Any change on the server done by KernelOne will be reported to the client.
  • Any change on the server done by the client must be reported to KernelOne.
  • Data Privacy: we take security and privacy seriously so we apply the best practices to keep your data and our communications safe.
  • Duration of service: we will provide our service starting from the day of payment until the end of the subscription period.
  • Incidents Priorities:
    • Critical: where a service or the whole server has crashed or not responding at all which render it unusable.
    • High: the server or it's services are functioning but may have slow performance or something is broken.
    • Low: where the system is totally functioning as expected but there is a need for configuration change or system enhancement.
  • Response time on incidents / requests during business hours is within:
        -> Critical: 1 hour | High: 4 hours | Low: 24 hours
  • Business hours: 24 Hours, 365 Days.
  • Service and prices are subject to change which will be updated on the website and reported to the client by email.