SLA Basic
€0 / month, excl. VAT
Security and version updates included. Office-hours support at €100/hour.
Discuss this SLA ↗Managed GitLab service agreements
SLA options and service guarantees
Security and version updates in every SLA. From office-hours support to a 24/7 critical-incident phone service.
Back to your configuration ↗SLA Care
€300 / month, excl. VAT
Security and version updates included, plus 1 support hour per month.
Discuss this SLA ↗SLA Continuity
€1,500 / month, excl. VAT
Security and version updates included, plus 8 support hours per month. 24/7 phone access for critical incidents.
Discuss this SLA ↗Included management does not include commercial licenses. Confirm the requirements shown for each component before deployment.
SLA prices are additional to hosting and selected components. All amounts exclude VAT.
Compare support and management
| Service term | SLA Basic | SLA Care | SLA Continuity |
|---|---|---|---|
| Security and version updates | Included | Included | Included |
| Support included per month | None; €100/hour | 1 hour | 8 hours |
| Support availability | Office hours | Office hours | Office hours + 24/7 phone service for critical incidents |
| Initial response | Within 2 working days | Within 1 working day | Within 4 office hours; critical incident assessment starts within 1 hour, 24/7 |
| Additional support | €100/hour | €100/hour | €100/hour; €200/hour at night |
| Additional management | Not included | Monthly backup-status and capacity checks | Monthly checks and a monthly management meeting |
| Daily backups | 7 days retention | 7 days retention | 30 days retention |
| GitLab Pages | No additional cost | No additional cost | No additional cost |
| Additional included components | Not included | Not included | Runner management and Elasticsearch management; licenses and runner usage separate |
| Automated monitoring | Availability, certificates, storage and backup results | Availability, certificates, storage and backup results | Availability, certificates, storage and backup results |
| Monitoring follow-up | Office hours | Office hours | Office hours; critical alerts 24/7 |
| Monthly reporting | Not included | Updates, capacity and backup status | Also incidents, response times, hours used and improvements |
| Restore testing | Not included | Not included | Quarterly restore test with a short report |
Critical incidents: guaranteed phone access
For SLA Continuity, a critical incident means the managed GitLab environment is entirely unavailable, a core function is unavailable to all users without a workable alternative, or a serious security incident is actively occurring.
Report critical incidents through the dedicated incident phone number. A staff member answers or calls back within 15 minutes. An administrator starts the substantive assessment within 1 hour of the report, including outside office hours.
The response and assessment times are not guaranteed resolution times.
Working hours and support allowance
Office hours are Monday to Friday, 09:00–17:00, Netherlands local time, excluding Dutch public holidays. Night hours are 22:00–07:00.
SLA Continuity support outside office hours may use the included allowance. Each night hour uses two allowance hours. Incident handling counts towards the allowance. Once the allowance is exhausted, the rate is €100/hour, or €200/hour at night. Evening and weekend hours outside the night period use the normal rate.
Unused support hours expire at the end of each month. Extra work is billed in quarter-hour increments after approval. Basic and Care support is available during office hours only.
Updates and scope
One initial migration of your existing GitLab environment to our managed environment is included in Care and Continuity at no additional cost, subject to assessment of scope and technical feasibility. Work outside this scope requires a separate quotation.
Security updates and version updates of the managed environment are included in every SLA, including free Basic. They never reduce the support allowance. Major upgrades, other migrations and new functionality are planned and quoted separately.
The listed monthly management checks for Care and SLA Continuity do not reduce the support allowance.
Uptime percentages, recovery targets and any service credits are agreed separately, in line with the infrastructure agreements. No numerical guarantee for these is included here.
LegalBrain is your managed GitLab contact. Thalassa Cloud provides the Dutch infrastructure and owns the hardware. The covered environment and responsibilities are recorded in the service agreement.
Backups and monitoring
We create daily backups. Basic and Care retain them for 7 days; Continuity retains them for 30 days. Backups are deleted after the retention period. Continuity includes a quarterly restore test with a short report.
All SLAs include automated checks of availability, certificates, storage and backup results. Basic and Care alerts are followed up during office hours. Continuity also includes 24/7 follow-up of critical alerts.
Care includes a monthly report on updates, capacity and backup status. Continuity adds incidents, response times, hours used and improvement actions.
Pages is available at no additional cost in every SLA. Continuity also includes runner management and Elasticsearch. Runner usage remains billed separately per second. Commercial licenses and AI-model usage remain separate.
Elasticsearch management is included in Continuity. Advanced search requires a separate GitLab Premium or Ultimate license.
Maintenance window
Regular maintenance takes place in an agreed standard maintenance window. We announce planned work at least five working days in advance. The window is recorded in the service agreement.
LegalBrain determines whether a critical CVE requires an urgent update. We may apply such updates outside the maintenance window and without the usual advance notice. We communicate this as soon as possible.
Outside office hours, critical CVE updates follow the urgent-maintenance procedure in every SLA.
Infrastructure and application responsibilities
Thalassa Cloud provides the infrastructure; LegalBrain manages GitLab. Thalassa’s availability commitments apply to individual infrastructure resources, not to GitLab or the software inside virtual machines. They are not an end-to-end GitLab uptime guarantee.
Any infrastructure credits depend on the affected resource and Thalassa’s assessment. Compensation for LegalBrain customers must be agreed separately; it is not automatically calculated over the full hosting or SLA invoice.