InterHost guarantees a time of answer, when facing serious services' incidences, equal to 30 minutes or less.

InterHost guarantees a time of answer, when faced with incidences that cause a service's performance degradation, equal to 30 minutes or less.

The time of answer for petitions of service, guaranteed by InterHost, will be of 90 minutes, if the petition is placed during office hours (Monday to Friday, 8:30 a.m. to 7:00 p.m. Spain's time zone). If the petition comes in out of business' hours, the response time will begin to count from the first office hour following to the placement of such petition.

InterHost does not guarantee an incidence resolution time due to the variety and complexity of the problems that can happen. Yet, in any case, InterHost guarantees:

To take action immediately (in less than thirty minutes) for the resolution of the incidence.

Continuous effort for the re-establishment of the service.

Scaling the incidence to the adequate level of backup (help desk, system's specialists, network specialists, product's specialists, manufacturer), according to the nature of such incidence.

Post mortem analysis of the service interruption's cause/s.

Periodic communication with the client regarding the actions taken in order to solve the problem as well as its results.

Notification, in the corresponding monthly report, of all incidences' history, since the assignment of the ticket until its closing.