SLA and continuity of services

All support requests are usually processed in a few minutes. Tickets are processed by priority levels, depending on the gravity of disservice.

All support requests are identified by a ticket id, including the description of the disservice and the eventual response time.
For support you can open a ticket or chat with us in our portal.

100% hardware warranty

Keliweb guarantees the correct functioning and the highest quality of the whole hardware section, including firewall, and other additional features.

Any eventual malfunctioning or replacement will be processed in a few hours, in the fastest way possibile and completely for free.

The warranty does not include software restore, RAID array's rebuilt, apps installation and configuration.

SLA Network 99,99%

Keliweb guarantees 99,99% SLA for all services on annual base.

In case of a less than 8 hours down no refund will be provided for managed services. In case of an over 8 hours down a 10% refund will be applied on the monthly subscription: it will be possibile to use it as credit for the following renewal. If the down takes more than 24 hours a 10% refund will be provided on the monthly subscription.

No refund will be provided for the unmanaged services for a less than 10 hours down. In case of an over 12 hours down a 10% refund will be provided on the monthly subscription.

For eventual refunds, customers have to send a specific request in 7 days to info@keliweb.it, describing the the kind of disservice in details.