Basic SLA

The Basic SLA offers you a high level of service for your entire infrastructure. The Basic SLA provides a high level of service, but if you need quicker response and resolve times we offer more extensive SLAs.

Response time

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

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

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

2 hours

Next Day + 2 hours

Next Day +  2 hours

Incident resolve time

Priority 1 - Hardware related service outage:
Priority 2 - Service (partially) interrupted with
reduced performance:
Priority 3 - Problems with limited or no direct
consequences for the customer :
Resolve window: 

12 hours
24 hours

36 hours

During office- and after hours 08:00 - 23:00 and weekend hours 10:00

– 18:00 (CET/CEST)

* Incident resolve times start from the moment of diagnosis

Change requests

  • Resolve time:                                                                                                    5 business days

Applicable features

  • Emergency contact number:                                                                             -
  • Bios & Firmware updates:                                                                                 Included if licensed
  • Vendor support:                                                                                                Included if licensed
  • Status call:                                                                                                         On request at additional costs
  • On-site meeting:                                                                                                On request at additional costs