Compare Managed Server Plans
A transparent comparison of SLA commitments to help you choose your managed service provider with confidence.
Our philosophy: transparency
At RDEM Systems, we do not make empty promises. We only commit to what we can actually deliver. This page explains the nuances of managed server offerings so you can compare providers on a level playing field.
Response Time SLA vs Resolution Time SLA: A Crucial Difference
What we guarantee: the maximum delay between incident detection and the start of work by a qualified engineer.
Example: A 4-hour response time SLA means an engineer will start working on your issue within 4 hours maximum of the alert.
In practice at RDEM Systems: 60% of alerts are picked up within 30 minutes, 80% within 45 minutes after the alert fires. That is an observation, not a commitment: the contractual commitment is your plan's response time (GTI).
What some providers promise: the maximum delay for the service to be fully operational again.
Example: A 4-hour resolution time SLA means your service will be restored within 4 hours of the incident.
Why we do not promise a resolution time SLA on third-party hardware
In full transparency, we question the ability of some providers to guarantee a resolution time on infrastructure they do not fully control. Here is why:
- Backup restoration: A full restore can take several hours depending on data volume. It is impossible to guarantee a fixed timeframe.
- Transaction replay: To minimize data loss, it is sometimes necessary to replay transactions from the last backup. This process is incompressible.
- Third-party dependencies: In case of a hardware failure at OVH, Scaleway, Hetzner or any other hosting provider, no MSP can guarantee the provider's delivery or replacement timelines.
- Hardware failures: A failed disk, a defective motherboard... Replacement time depends on the hosting provider's spare parts stock, not on the MSP.
Our assessment: Resolution time SLAs advertised by some competitors likely apply only to software-level incidents (service crash, configuration error) and not to hardware failures or complex restorations.
Pricing Comparison (collected on 2 October 2026)
Published prices collected from provider websites on 2 October 2026. All prices in EUR excl. VAT.
7am-10pm Segment (Extended Coverage)
| Provider | Price/month | Coverage Hours | SLA Type | Included Support Time |
|---|---|---|---|---|
| RDEM RDEM Systems | EUR 70 | 7am-10pm 7d/7 | Response 4h | -- |
| Competitor A | EUR 70 | 9am-7pm Mon-Fri | Resolution 4h | 30 min |
| Competitor B | EUR 70 | 9am-12pm / 2pm-6pm Mon-Fri | Advertised 2h response | -- |
RDEM Systems advantage: At the same price (EUR 70), we offer 7am-10pm 7 days a week coverage (105 hours/week) compared to 9am-7pm on weekdays at Competitor A (50 hours/week) and 9am-12pm / 2pm-6pm on weekdays at Competitor B (35 hours/week). That is 2 to 3 times more coverage.
Why weekends matter: We do not include support time credits at this tier. But we cover Saturday and Sunday -- which is critical for e-commerce sites, weekend-trading businesses, administrative services working on Saturdays, or any project that cannot afford to wait until Monday when something goes wrong.
24x7 Segment (4h Response Time SLA)
| Provider | Price/month | Coverage | SLA Type | Included Support Time |
|---|---|---|---|---|
| Competitor A "Premium" | EUR 100 | 24x7 | Resolution 4h | 1h |
| RDEM RDEM Systems | EUR 150 | 24x7 | Response 4h | 1h included, then €120/h |
| Competitor B | EUR 150 | 24x7 | Advertised 2h response | -- |
24x7 1h SLA Segment (Mission-Critical Infrastructure)
| Provider | Price/month | Coverage | SLA Type | Extras |
|---|---|---|---|---|
| Competitor A "Advanced" | EUR 200 | 24x7 | Resolution 2h | Dedicated Slack, 2 backups/day, 2-site replication, 1h included |
| RDEM RDEM Systems | EUR 250 | 24x7 | Response 1h | Dual on-call, M+30 escalation |
RDEM Systems advantage: Our 1-hour response time SLA is a commitment on when an engineer starts working: within 1 hour, with dual on-call and automatic escalation at M+30. Competitor A advertises a 2-hour resolution time SLA, a commitment on restoring service: it is a different measure, and it depends on the failure.
Our Commitment: Promises We Can Keep
What we guarantee
- Response time SLA: a qualified engineer begins working on your issue
- 24x7 monitoring with real-time alerts
- Preventive maintenance: updates, security patches, proactive upkeep
- Full transparency about our actions and our limitations
What is outside our control
- Hardware replacement timelines at the hosting provider
- Restoration time for large data volumes
- Network or datacenter outages at the provider
- Application bugs requiring the vendor's intervention
Our philosophy: A modest promise kept is worth more than an ambitious promise that cannot be met.
Restore Tests: Included in All Three Plans
The Essential, Pro and Critical plans include a periodic restore test. It covers the VMs we manage for you whose backup is hosted with us or with a provider where we are registered as technical contact.
The tested VM is picked at random
We do not choose the machine. A chosen VM only proves what was already known: that it restores. A randomly drawn VM can be any of them, including the one with a problem.
| Managed VMs | Restore test |
|---|---|
| Up to 5 | one random VM per half-year |
| More than 5 | one random VM per quarter |
The frequency depends on the size of your estate, not on the plan you subscribe to.
The test runs on your infrastructure
The restore is performed on your infrastructure, with the encryption key we hold as administrators of your Proxmox VE, whether the backup is hosted at RDEM Systems or with another provider. A storage space receives backups; checking that they restore is part of operations, and therefore of the managed services contract.
The test is included, remediation uses time
If the test reveals a problem, fixing it is deducted from intervention time: no prepaid time in the Essential plan (EUR 70/month), one hour per month in the Pro (EUR 150/month) and Critical (EUR 250/month) plans. Beyond that, EUR 120/hour excl. VAT, in 30-minute increments.
The report handed over after each test is described in the periodic restore test and its report.
Need reliable backups alongside your managed services?
Data restoration is a critical factor during any incident. To secure your Proxmox environments, compare PBS backup plans and choose the right tier for your infrastructure.
Get your estimate in 30 seconds
Our smart calculator compares all plans and recommends the most cost-effective option for your setup.
Request sent!
We send you a personalised quote within 3 working days, within 24 hours in 80% of cases.
Back to homeFrequently asked questions
What are the differences between managed server plans?
Essential (70 EUR/month) covers 7am-10pm 7 days a week, weekends included, with a 4h response time SLA on that window and no intervention credit. Pro (150 EUR/month) offers 24/7 on-call support with 4h response time SLA and 1h monthly intervention credit. Critical (250 EUR/month) guarantees 1h response time SLA 24/7, dual on-call, M+30 escalation, and 1h monthly intervention credit.
How to choose the right managed server plan?
Evaluate your infrastructure criticality. Essential suits non-critical servers whose usage stops in the evening. Pro is appropriate for business applications requiring continuous availability. Critical is essential for mission-critical infrastructure (e-commerce, SaaS) where every minute of downtime has significant cost.
Can I migrate between managed server plans?
Yes, you can change plans anytime. Upgrading from Essential to Pro or Critical takes effect immediately. Downgrading (Critical to Pro or Essential) takes effect at the beginning of the next month to ensure service continuity.
What is the commitment for managed servers?
Two options: no commitment, cancellable with one month's notice, with setup fees; or a 12-month commitment with no setup fees. After the 12 months, the subscription continues on a tacit monthly renewal basis with one month's notice. Automatic volume discounts starting at 5 servers.
How are interventions billed?
Keeping a server in operational condition is capped by a volume of hours: those included in your plan, those you have prepaid, or those billed beyond. In practice, 1 hour per server per month covers routine needs — updates, monitoring, optimisations and corrective work included. That is the volume included in the 24/7 plans. Beyond it, interventions are billed at 120 EUR/hour in 30-minute increments, and you are always informed before exceeding it. Development or evolution work requires prior quotation.
Is there volume pricing for managed servers?
Yes, automatic volume discounts starting at 5 servers: -10% for 5-9 servers, -15% for 10-19 servers, -20% for 20+ servers. Monthly intervention hours also accumulate (5 Pro servers = 5h/month included).
What is the difference between response time SLA and resolution time SLA?
Response time SLA guarantees the maximum delay before an engineer begins working on the issue. Resolution time SLA guarantees the maximum delay for the service to be fully operational. RDEM Systems guarantees a realistic response time SLA rather than an unverifiable resolution time SLA depending on external factors (backup restoration, hosting provider hardware).
Downtime Cost Calculator
Calculate the real cost of server downtime for your business