Basic SLA

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.

 

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