{"id":18431,"date":"2025-05-26T23:17:53","date_gmt":"2025-05-26T21:17:53","guid":{"rendered":"https:\/\/digi.hosting\/?page_id=18431"},"modified":"2026-11-01T18:01:03","modified_gmt":"2026-11-01T17:01:03","slug":"acordo-de-nivel-de-servico","status":"publish","type":"page","link":"https:\/\/digi.hosting\/pt\/service-level-agreement\/","title":{"rendered":"Garantia SLA"},"content":{"rendered":"<div class=\"wp-block-group dh-hero has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"dh-blobs\"><div class=\"dh-blob-wrap\" aria-hidden=\"true\"><i class=\"dh-blob b1\"><\/i><i class=\"dh-blob b2\"><\/i><i class=\"dh-blob b3\"><\/i><\/div><\/div>\n\n<p class=\"has-text-align-center dh-eyebrow\">SLA<\/p>\n\n<h1 class=\"wp-block-heading has-text-align-center dh-h1\">SLA da <span class=\"dh-grad is-name\">Digi Hosting<\/span><\/h1>\n\n<p class=\"has-text-align-center dh-lead\">Na Digi Hosting tudo gira \u00e0 volta da fiabilidade, velocidade e servi\u00e7o. Com o nosso acordo de n\u00edvel de servi\u00e7o (SLA) garantimos-lhe um ambiente de alojamento seguro, est\u00e1vel e r\u00e1pido, 24\/7.<\/p>\n\n<ul class=\"wp-block-list dh-chips\"><li>99,9% tempo de atividade<\/li>\n\n<li>Suporte 24\/7, dia &amp; noite e em feriados<\/li>\n\n<li>Monitoriza\u00e7\u00e3o 24\/7<\/li><\/ul>\n\n<div class=\"dh-trust\"><img decoding=\"async\" src=\"https:\/\/digi.hosting\/wp-content\/uploads\/2025\/05\/4point5stars.png\" alt=\"\" width=\"110\" height=\"22\"><strong>4,5 de 5 estrelas no TrustPilot<\/strong><\/div><\/div><div class=\"wp-block-group dh-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading has-text-align-center dh-title\">O que inclui o SLA?<\/h2>\n\n<div class=\"wp-block-group dh-row is-layout-flex wp-block-group-is-layout-flex\"><div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-network-wired\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Disponibilidade da rede<\/h3>\n\n<p class=\"dh-ib-text\">Liga\u00e7\u00e3o \u00e0 Internet 24 horas por dia, 7 dias por semana, atrav\u00e9s do nosso centro de dados.<\/p><\/div><\/div>\n\n<div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-server\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Disponibilidade do servidor<\/h3>\n\n<p class=\"dh-ib-text\">Os servidores virtuais e f\u00edsicos s\u00e3o monitorizados ativamente.<\/p><\/div><\/div>\n\n<div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-bolt\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Alimenta\u00e7\u00e3o el\u00e9ctrica<\/h3>\n\n<p class=\"dh-ib-text\">Sistemas redundantes de alimenta\u00e7\u00e3o el\u00e9ctrica e de reserva.<\/p><\/div><\/div>\n\n<div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-heartbeat\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Controlo<\/h3>\n\n<p class=\"dh-ib-text\">Monitoriza\u00e7\u00e3o proactiva dos sistemas, 365 dias por ano.<\/p><\/div><\/div>\n\n<div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-lock\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Seguran\u00e7a<\/h3>\n\n<p class=\"dh-ib-text\">Medidas de seguran\u00e7a f\u00edsica e digital.<\/p><\/div><\/div>\n\n<div class=\"wp-block-group dh-card dh-w-30 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-group dh-ib is-layout-flow wp-block-group-is-layout-flow\"><span class=\"dh-ib-icon\" aria-hidden=\"true\"><i class=\"fas fa-snowflake\"><\/i><\/span>\n\n<h3 class=\"wp-block-heading dh-ib-title\">Arrefecimento &amp; climatiza\u00e7\u00e3o<\/h3>\n\n<p class=\"dh-ib-text\">Condi\u00e7\u00f5es profissionais do centro de dados, monitorizado 24 horas por dia, 7 dias por semana.<\/p><\/div><\/div><\/div><\/div><div class=\"wp-block-group dh-section is-tight has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><h2 class=\"wp-block-heading has-text-align-center dh-title\">Os nossos tempos de resposta<\/h2>\n\n<p class=\"has-text-align-center dh-lead\">A nossa equipa de apoio est\u00e1 ao seu dispor dia e noite. Respondemos de forma r\u00e1pida, transparente e focada na solu\u00e7\u00e3o.<\/p>\n\n<div class=\"dh-tablewrap\"><table class=\"dh-table\"><thead><tr><th>Prioridade<\/th><th>Exemplo de situa\u00e7\u00e3o<\/th><th>Tempo de resposta<\/th><th>Tempo de dissolu\u00e7\u00e3o pretendido (indicativo)<\/th><\/tr><\/thead><tbody><tr><td><span class=\"dh-prio is-high\">Elevado<\/span><\/td><td>Falha total do servidor, tempo de inatividade<\/td><td>&lt; 1 hora<\/td><td>Dentro de 4 horas<\/td><\/tr><tr><td><span class=\"dh-prio is-mid\">M\u00e9dio<\/span><\/td><td>O correio eletr\u00f3nico n\u00e3o est\u00e1 a funcionar, erro de DNS<\/td><td>&lt; 4 horas<\/td><td>No prazo de 12 horas<\/td><\/tr><tr><td><span class=\"dh-prio\">Baixa<\/span><\/td><td>Quest\u00e3o sobre defini\u00e7\u00f5es, desempenho<\/td><td>&lt; 24 horas<\/td><td>Dentro de 24 horas<\/td><\/tr><\/tbody><\/table><\/div><\/div><div class=\"wp-block-group dh-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-group dh-split dh-row is-layout-flex wp-block-group-is-layout-flex\"><div class=\"wp-block-group dh-split-a dh-w-48 is-layout-flow wp-block-group-is-layout-flow\"><h2 class=\"wp-block-heading has-text-align-left dh-title\">Monitoriza\u00e7\u00e3o 24 horas por dia, 7 dias por semana: estamos sempre atentos<\/h2>\n\n<p class=\"has-text-align-left dh-lead\">Os nossos sistemas s\u00e3o monitorizados automaticamente 24 horas por dia, 7 dias por semana. Utilizamos ferramentas sofisticadas que monitorizam continuamente todas as partes vitais da nossa plataforma, tais como:<\/p>\n\n<ul class=\"wp-block-list dh-checklist\"><li>Carga e desempenho do servidor<\/li>\n\n<li>Liga\u00e7\u00f5es de rede e lat\u00eancia<\/li>\n\n<li>Capacidade de armazenamento e estado do disco<\/li>\n\n<li>Processos de c\u00f3pia de seguran\u00e7a<\/li>\n\n<li>Servi\u00e7os Web e de correio eletr\u00f3nico<\/li><\/ul>\n\n<p class=\"has-text-align-left dh-small\">Algo corre mal? Os nossos t\u00e9cnicos recebem logo um alerta, muitas vezes antes de o senhor ou os seus visitantes notarem. Assim intervimos rapid\u00edssimo, normalmente antes de se tornar uma avaria.<\/p><\/div>\n\n<div class=\"wp-block-group dh-split-b dh-w-45 is-layout-flow wp-block-group-is-layout-flow\"><img decoding=\"async\" class=\"dh-roundimg\" src=\"https:\/\/digi.hosting\/wp-content\/uploads\/2025\/05\/Monitoring-Real-Time-Data-Charts-1024x1024.png\" alt=\"\" loading=\"lazy\"><\/div><\/div><\/div><div class=\"wp-block-group dh-section is-tight has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-group dh-split dh-banner dh-cta dh-uptime dh-row is-layout-flex wp-block-group-is-layout-flex\"><div class=\"wp-block-group dh-split-a dh-w-48 is-layout-flow wp-block-group-is-layout-flow\"><div class=\"dh-big\" data-no-translation><b data-count=\"99.9\" data-decimals=\"1\" data-suffix=\"%\">99.9%<\/b><\/div><\/div>\n\n<div class=\"wp-block-group dh-split-b dh-w-45 is-layout-flow wp-block-group-is-layout-flow\"><h2 class=\"wp-block-heading has-text-align-left dh-title\">99,9% de disponibilidade garantida: o seu s\u00edtio sempre acess\u00edvel<\/h2>\n\n<p data-start=\"1076\" data-end=\"1285\">Garantimos uma <strong data-start=\"1095\" data-end=\"1143\">disponibilidade m\u00ednima de 99,9% por m\u00eas<\/strong>. Isto significa um m\u00e1ximo de cerca de 43 minutos de poss\u00edvel tempo de inatividade por m\u00eas.<\/p>\n<p data-start=\"1287\" data-end=\"1318\">Porque \u00e9 que o tempo de atividade \u00e9 t\u00e3o importante?<\/p>\n<ul data-start=\"1320\" data-end=\"1575\">\n<li data-start=\"1320\" data-end=\"1406\">\n<p data-start=\"1322\" data-end=\"1406\">\ud83d\udcbc <strong data-start=\"1325\" data-end=\"1341\">A sua reputa\u00e7\u00e3o<\/strong>Os clientes e visitantes esperam um s\u00edtio Web sempre dispon\u00edvel.<\/p>\n<\/li>\n<li data-start=\"1407\" data-end=\"1498\">\n<p data-start=\"1409\" data-end=\"1498\">\ud83d\uded2 <strong data-start=\"1412\" data-end=\"1434\">Convers\u00e3o e volume de neg\u00f3cios<\/strong>Cada minuto fora de linha significa uma perda potencial de receitas.<\/p>\n<\/li>\n<li data-start=\"1499\" data-end=\"1575\">\n<p data-start=\"1501\" data-end=\"1575\">\ud83d\udd0d <strong data-start=\"1504\" data-end=\"1511\">SEO<\/strong>O Google tem em conta a acessibilidade nos resultados de pesquisa.<\/p>\n<\/li>\n<\/ul>\n<p data-start=\"1577\" data-end=\"1729\">Com a nossa infraestrutura robusta, redes redundantes e mecanismos autom\u00e1ticos de recupera\u00e7\u00e3o de falhas, reduzimos o risco de inatividade ao m\u00ednimo absoluto.<\/p><\/div><\/div><\/div><div class=\"wp-block-group dh-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-group dh-split dh-row is-layout-flex wp-block-group-is-layout-flex\"><div class=\"wp-block-group dh-split-a dh-w-48 is-layout-flow wp-block-group-is-layout-flow\"><h2 class=\"wp-block-heading has-text-align-left dh-title\">O que \u00e9 que n\u00e3o est\u00e1 abrangido por este SLA?<\/h2>\n\n<p class=\"has-text-align-left dh-lead\">Embora nos esforcemos por atingir a perfei\u00e7\u00e3o, h\u00e1 situa\u00e7\u00f5es que n\u00e3o se enquadram neste SLA.<\/p>\n\n<ul class=\"wp-block-list dh-checklist is-minus\"><li>Manuten\u00e7\u00e3o anunciada com anteced\u00eancia<\/li>\n\n<li>Ataques DDoS ou situa\u00e7\u00f5es fora do nosso controlo<\/li>\n\n<li>Problemas causados por software de terceiros ou pelo pr\u00f3prio cliente<\/li>\n\n<li>For\u00e7a maior (como falhas de energia do cliente ou cat\u00e1strofes naturais)<\/li><\/ul>\n\n<p class=\"has-text-align-left dh-small\">Queremos ser claros: este SLA \u00e9 uma promessa de fiabilidade, mas n\u00e3o uma garantia em caso de erros externos ou causados pelo cliente. Isto permite-nos continuar a controlar a nossa qualidade sem criar falsas expectativas.<\/p><\/div>\n\n<div class=\"wp-block-group dh-split-b dh-w-45 is-layout-flow wp-block-group-is-layout-flow\"><img decoding=\"async\" class=\"dh-roundimg\" src=\"https:\/\/digi.hosting\/wp-content\/uploads\/2025\/05\/signing-the-contract-1024x1024.png\" alt=\"\" loading=\"lazy\"><\/div><\/div><\/div><div class=\"wp-block-group dh-section has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-group dh-split dh-row is-layout-flex wp-block-group-is-layout-flex\"><div class=\"wp-block-group dh-split-a dh-w-48 is-layout-flow wp-block-group-is-layout-flow\"><img decoding=\"async\" class=\"dh-roundimg\" src=\"https:\/\/digi.hosting\/wp-content\/uploads\/2025\/05\/support-worker-1024x1024.png\" alt=\"\" loading=\"lazy\"><\/div>\n\n<div class=\"wp-block-group dh-split-b dh-w-45 is-layout-flow wp-block-group-is-layout-flow\"><h2 class=\"wp-block-heading has-text-align-left dh-title\">Acordos claros, servi\u00e7o a s\u00e9rio<\/h2>\n\n<p class=\"has-text-align-left dh-lead\">Este SLA foi concebido para lhe dar seguran\u00e7a a si, o cliente. Cumprimos as nossas promessas e estamos preparados para o caso de algo correr mal. Quer saber mais ou obter um SLA personalizado para o seu projeto? N\u00e3o hesite em contactar a nossa equipa de apoio.<\/p>\n\n<h3 class=\"wp-block-heading has-text-align-left\">Seguran\u00e7a e privacidade: a nossa prioridade<\/h3>\n\n<p class=\"has-text-align-left dh-small\">Para al\u00e9m da disponibilidade, a seguran\u00e7a \u00e9 um valor fundamental.<\/p>\n\n<ul class=\"wp-block-list dh-checklist\"><li>Os nossos centros de dados podem resistir a apag\u00f5es, inc\u00eandios e cat\u00e1strofes naturais.<\/li>\n\n<li>Liga\u00e7\u00f5es encriptadas (SSL\/TLS)<\/li>\n\n<li>Monitoriza\u00e7\u00e3o em tempo real e firewalls<\/li>\n\n<li>C\u00f3pias de seguran\u00e7a e redund\u00e2ncia<\/li><\/ul>\n\n<div class=\"wp-block-buttons is-content-justification-left is-layout-flex wp-container-core-buttons-is-layout-fc4fd283 wp-block-buttons-is-layout-flex\"><div class=\"wp-block-button dh-btn\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/digi.hosting\/pt\/support\/\">Apoio<\/a><\/div><\/div><\/div><\/div><\/div><div class=\"wp-block-group dh-section is-tight has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\"><h5 data-path-to-node=\"4\">Disposi\u00e7\u00f5es legais e restri\u00e7\u00f5es ao SLA<\/h5><p data-path-to-node=\"4\"><b data-path-to-node=\"4\" data-index-in-node=\"0\">1. C\u00e1lculo do tempo de atividade<\/b> A disponibilidade garantida \u00e9 calculada com base num ano civil. O tempo de atividade refere-se apenas \u00e0 liga\u00e7\u00e3o \u00e0 rede e \u00e0 disponibilidade do hardware do servidor f\u00edsico ou virtual no centro de dados. As interrup\u00e7\u00f5es devidas a manuten\u00e7\u00e3o programada (tal como definido no artigo 17.\u00ba das Condi\u00e7\u00f5es Gerais), o tempo de inatividade devido a erros no software ou nos scripts do Cliente ou a ultrapassagem dos limites de recursos (CPU\/RAM) est\u00e3o exclu\u00eddos do c\u00e1lculo do tempo de atividade.<\/p><p data-path-to-node=\"5\"><b data-path-to-node=\"5\" data-index-in-node=\"0\">2. Tempos de resposta e de resolu\u00e7\u00e3o<\/b> Os tempos de resposta indicados s\u00e3o tempos-alvo e aplicam-se apenas durante os dias \u00fateis entre as 09:00 e as 17:00, com exce\u00e7\u00e3o dos incidentes de prioridade \"Alta\" (paragem total do servidor), que s\u00e3o monitorizados 24 horas por dia, 7 dias por semana. Uma resposta \u00e9 definida como a confirma\u00e7\u00e3o da rece\u00e7\u00e3o e o in\u00edcio da an\u00e1lise por um t\u00e9cnico; n\u00e3o garante uma solu\u00e7\u00e3o imediata. Os prazos de resolu\u00e7\u00e3o s\u00e3o indicativos e dependem da complexidade do incidente e da coopera\u00e7\u00e3o dos fornecedores externos.<\/p><p data-path-to-node=\"6\"><b data-path-to-node=\"6\" data-index-in-node=\"0\">3. Regime de compensa\u00e7\u00e3o em caso de inatividade<\/b> Se a Digi Hosting n\u00e3o atingir o tempo de funcionamento garantido num ano civil, a responsabilidade da Digi Hosting limita-se a uma compensa\u00e7\u00e3o proporcional dos custos de subscri\u00e7\u00e3o durante o per\u00edodo de indisponibilidade efectiva. Esta compensa\u00e7\u00e3o ser\u00e1 concedida exclusivamente sob a forma de um cr\u00e9dito numa fatura subsequente e n\u00e3o exceder\u00e1 10% do montante anual da fatura do servi\u00e7o relevante. O Cliente deve reclamar este acordo por escrito no prazo de 14 dias ap\u00f3s o incidente.<\/p><p data-path-to-node=\"7\"><b data-path-to-node=\"7\" data-index-in-node=\"0\">4. Exonera\u00e7\u00e3o e for\u00e7a maior<\/b> A Digi Hosting nunca se responsabiliza por danos indirectos, danos consequentes, perda de lucros, perda de poupan\u00e7as ou danos devidos \u00e0 estagna\u00e7\u00e3o do neg\u00f3cio. O SLA n\u00e3o se aplica em situa\u00e7\u00f5es de for\u00e7a maior, incluindo, mas n\u00e3o se limitando a: Ataques DDoS em larga escala, falhas de energia fora do centro de dados, rupturas de cabos, greves ou desastres naturais.<\/p><p data-path-to-node=\"8\"><b data-path-to-node=\"8\" data-index-in-node=\"0\">5. Defini\u00e7\u00e3o de prioridades<\/b> A Digi Hosting reserva-se o direito de reclassificar unilateralmente a prioridade de um incidente com base no seu impacto efetivo na continuidade do servi\u00e7o.<\/p><\/div>","protected":false},"excerpt":{"rendered":"<p>SLA SLA van Digi Hosting Bij Digi Hosting draait alles om betrouwbaarheid, snelheid en service. Met onze Service Level Agreement (SLA) garanderen wij dat jij kunt rekenen op een veilige, stabiele en snelle hostingomgeving \u2013 24\/7. 4.5 van 5 sterren op TrustPilot Wat houdt de SLA in? Netwerkbeschikbaarheid 24\/7 verbinding met het internet via ons [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-full","meta":{"footnotes":""},"class_list":["post-18431","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/pages\/18431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/comments?post=18431"}],"version-history":[{"count":0,"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/pages\/18431\/revisions"}],"wp:attachment":[{"href":"https:\/\/digi.hosting\/pt\/wp-json\/wp\/v2\/media?parent=18431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}