A transparent comparison of SLA commitments to help you choose your managed service provider with confidence.
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.
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: In 80% of cases, the intervention starts and finishes within the hour following the alert trigger.
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.
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:
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.
Published prices collected from provider websites. Some providers do not publish their rates. All prices in EUR excl. VAT.
| 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-6pm Mon-Fri | -- | -- |
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 weekdays only at competing MSPs (50 hours/week). That is 2x 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.
| 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 |
| Competitor B | EUR 150 | 24x7 | Response 2h | -- |
| Provider | Price/month | Coverage | SLA Type | Extras |
|---|---|---|---|---|
| Competitor A "Advanced" | EUR 200 | 24x7 | Resolution 2h | Dedicated Slack, 2 backups/day |
| 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 real guarantee that 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, which looks better on paper but is much harder to verify in practice.
Our philosophy: A modest promise kept is worth more than an ambitious promise that cannot be met.
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.
Our smart calculator compares all plans and recommends the most cost-effective option for your setup.
We will get back to you within 24 business hours with a personalized quote.
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