Service Level Agreements
Guaranteed response times and recovery windows for all our data recovery services
Request SLA DocumentationOur SLA Tiers
Choose the service level that matches your urgency and budget requirements:
Standard Recovery
- 4-hour initial response
- 2-5 business day recovery
- 90% success guarantee
- Business hours support
- Encrypted delivery
- Basic diagnostics report
Priority Recovery
- 2-hour initial response
- 24-48 hour recovery
- 95% success guarantee
- 24/7 support access
- Secure courier collection
- Detailed recovery report
- Priority scheduling
Critical Recovery
- Immediate response 24/7
- 6-24 hour recovery
- 98% success guarantee
- Dedicated recovery engineer
- Emergency courier collection
- Comprehensive diagnostics
- On-site option available
Our Guarantees
Response Time Guarantee
We guarantee to respond to your case within the specified timeframe for your selected service tier, providing an initial diagnostic assessment and recovery plan.
Recovery Window
Your data will be recovered within the guaranteed timeframe based on your service level. Critical cases receive around-the-clock attention until completion.
Success Rate Guarantee
We guarantee minimum recovery success rates for each service tier. If we cannot meet the guaranteed success rate, you pay nothing (terms apply).
SLA Terms & Conditions
What constitutes SLA failure?
Failure to meet the guaranteed response time, recovery window, or success rate for your selected service tier constitutes SLA failure. Physical damage cases may have different terms.
What happens if SLA terms aren't met?
For response time failures: 25% service discount. For recovery window failures: 50% discount. For success rate failures: full refund of service fees.
Are there any exceptions?
Yes, cases requiring cleanroom work for physical damage have different SLA terms. Also, success rates are calculated based on pre-recovery assessment of recoverable data.
Can I upgrade my service level?
Yes, you can upgrade your service level at any time by paying the difference between tiers. The new SLA terms will apply from the time of upgrade.
Request SLA Documentation
Get full details of our service level agreements including all terms and conditions.
Request Full SLA Terms