Advanced SLA

Advanced SLA

This SLA provides you with extra certainty regarding quick response times. This is valuable for the uptime of your critical applications and equipment. You can contact us by phone 24/7.

 

Premium*

Advanced
(recommended)

Basic

No SLA

 Response time

During office hours: 
08:00-17:00 (CET/CEST)

15 minutes

1 hour

2 hours

12 hours

During after hours:
17:00-23:00 (CET/CEST)

30 minutes

2 hours

Next day + 2 hours

Next business day + 12 hours

During night hours:
23:00-08:00 (CET/CEST)

2 hours

Next day + 1 hour

Next day + 2 hours

Next business day + 12 hours

 Incident resolve times**

Resolve window

24*7

During office-and after hours
08:00 - 23:00 and weekend hours 10:00 - 18:00 (CET/CEST)

During office hours 08:00 -17:00 and weekend hours 10:00 – 18:00 (CET/CEST)

During office hours 08:00 - 17:00
(CET/CEST)

Priority 1
Hardware related service outage

4 hours

6 hours

12 hours

24 hours

Priority 2
Service (partially) interrupted with reduced performance

8 hours

12 hours

24 hours

36 hours

Priority 3
Problems with limited or no direct consequences for the customer

16 hours

20 hours

36 hours

48 hours

 Change requests

Resolve time

3 Working days

3 Working days

5 Working days

10 Working days

 Additional features

Emergency contact number

Included

Included

 -

 -

Bios & Firmware updates

Included if licensed

Included if

Licensed

 Included if

licensed

 -

Vendor support

Included if licensed

Included if licensed

Included if licensed

 -

Status call

On request, maximum of 12 times a year***

On request, maximum of 4 times a year***

On request at additional cost

-

On-site meeting

On request, at additional cost

On request, at additional cost

On request, at additional cost

-

*Premium SLA is only offered in combination with full redundancy 

**Incident resolve times start from the moment of diagnosis 

***based on a 12-month contract, for shorter contracts this is calculated pro-rata