24x7 Support

24x7 Rapid Support

Silverland International is strongly committed to providing a high level of e-service to our customers. At Silverland International, you can expect real help in times of need. All our services are backed by what we call Rapid Support comprising of the following:

1. 99.9% Network Uptime Guarantee
2. Fast Average International Bandwidth
3. Support Response Within Minutes
4. 1 Hour Hardware Replacement
5. Free Hardware Check

99.9% Network Uptime Guarantee
Silverland International guarantees that its network will be available 99.9% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Silverland International will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server).

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.

Fast Average International Bandwidth
Data sent through Silverland Internationals' network will reach its destination using the shortest possible network route. This substantially increase delivery speed and reduces dropped data packets.

Support Response Within Minutes
Silverland International commits to reply to our clients' Support issues within 15-30 minutes of receiving the ticket. Our aim is to find out our clients' needs and solve it. We understand that fast and responsive support is what clients look for. At Silverland International, our resources are focused to provide great support and systems for our clients.

1 Hour Hardware Replacement
Silverland International guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Silverland International identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification. In the event that it takes us more than one hour to replace faulty hardware, Silverland International will refund the customer 5% of the monthly fee per additional hour of downtime.

Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.