Enterprise SLA& Managed Support
Essential, Professional and Enterprise SLA tiers with defined response, resolution and uptime targets, plus 24×7 monitoring and managed operations.
Get a Quote
Enterprise-grade support, matched to how critical you are.
Every tier combines preventive maintenance, incident management, RMA co-ordination and remote or on-site engineering, with response, resolution and uptime targets set by how critical your environment is.
Preventive maintenance
Scheduled health checks, firmware and OS patching in agreed windows.
Incident management
Severity-based triage, escalation and remote or on-site resolution.
RMA co-ordination
End-to-end handling with OEMs and vendors, including spare pools.
Remote & on-site
Portal, email, phone and engineers dispatched across the UAE and GCC.
Compare SLA tiers
| EssentialNon-critical infrastructure | ProfessionalProduction environments | EnterpriseMission-critical · 10+ servers | |
|---|---|---|---|
| Support hours | 8×5 local business hours | 24×7 remote incident support | 24×7, highest priority handling |
| Initial response, Sev-1 / Sev-2 | 4 h / 8 h | 2 h / 4 h (24×7) | 1 h / 2 h (24×7) |
| Initial response, Sev-3 / Sev-4 | 24 h / 48 h | 18 h / 36 h | 12 h / 24 h |
| On-site / remote access, Sev-1 (UAE) | 6–12 h | 4–6 h | 2–4 h UAE · 6–8 h GCC |
| Resolution target, Sev-1 / Sev-2 / Sev-3 | 21 h / 48 h / 72 h | 14 h / 24 h / 48 h | 7 h / 12 h / 24 h |
| Monthly uptime target | 97% | 98% | 99% |
| Hardware replacement | Standard OEM / distributor RMA | OEM RMA plus spare pool for common non-GPU parts (where agreed) | Instant swap from a pre-positioned spare pool, including GPU modules and full servers; RMA runs in the background |
| Included extras | Remote diagnosis, quarterly preventive maintenance, patching | Priority tickets, on-site Sev-1 intervention, quarterly health checks & performance reports | Dedicated technical account manager, proactive tuning and capacity-planning reviews |
Essential
Non-critical infrastructure
- Support hours
- 8×5 local business hours
- Initial response, Sev-1 / Sev-2
- 4 h / 8 h
- Initial response, Sev-3 / Sev-4
- 24 h / 48 h
- On-site / remote access, Sev-1 (UAE)
- 6–12 h
- Resolution target, Sev-1 / Sev-2 / Sev-3
- 21 h / 48 h / 72 h
- Monthly uptime target
- 97%
- Hardware replacement
- Standard OEM / distributor RMA
- Included extras
- Remote diagnosis, quarterly preventive maintenance, patching
Professional
Production environments
- Support hours
- 24×7 remote incident support
- Initial response, Sev-1 / Sev-2
- 2 h / 4 h (24×7)
- Initial response, Sev-3 / Sev-4
- 18 h / 36 h
- On-site / remote access, Sev-1 (UAE)
- 4–6 h
- Resolution target, Sev-1 / Sev-2 / Sev-3
- 14 h / 24 h / 48 h
- Monthly uptime target
- 98%
- Hardware replacement
- OEM RMA plus spare pool for common non-GPU parts (where agreed)
- Included extras
- Priority tickets, on-site Sev-1 intervention, quarterly health checks & performance reports
Enterprise
Mission-critical · 10+ servers
- Support hours
- 24×7, highest priority handling
- Initial response, Sev-1 / Sev-2
- 1 h / 2 h (24×7)
- Initial response, Sev-3 / Sev-4
- 12 h / 24 h
- On-site / remote access, Sev-1 (UAE)
- 2–4 h UAE · 6–8 h GCC
- Resolution target, Sev-1 / Sev-2 / Sev-3
- 7 h / 12 h / 24 h
- Monthly uptime target
- 99%
- Hardware replacement
- Instant swap from a pre-positioned spare pool, including GPU modules and full servers; RMA runs in the background
- Included extras
- Dedicated technical account manager, proactive tuning and capacity-planning reviews
Targets per Exeton SLA v2026.1. Resolution is measured from the time engineers gain physical or remote server access; uptime excludes planned maintenance and agreed exclusions. Service credits apply where availability or Sev-1 response targets are missed. Coverage, locations and commercial terms are defined in the Master Service Agreement.
Find the right SLA for your workload.
We will scope the right tier for your workload, timeline and uptime needs.