Premium SLA

Our premium SLA provides a personalized service with high response and resolution times, including 24/7 support line for critical issues. This SLA gives extra comfort for the uptime of your business critical equipment.This SLA assures your data will stay connected all the time.

          

Response time

  • During office hours:                                                                                         15 minutes
    08:00-17:00 (CET/CEST)
  • During after hours:                                                                                           30 minutes
    17:00-23:00 (CET/CEST)
  • During night hours:                                                                                           2 hours
    23:00-08:00 (CET/CEST)

Incident resolve time

  • Priority 1 - Hardware related service outage:                                                    4 hours
  • Priority 2 - Service (partially) interrupted with reduced performance:               8 hours
  • Priority 3 - Problems with limited or no direct                                                   16 hours
    consequences for the customer           
  • Resolve window:                                                                                               Any time 24/7

* Incident resolve times start from the moment of diagnosis

Change requests

  • Resolve time:                                                                                                     3 business days

Applicable features

  • Emergency contact number:                                                                             Included
  • Bios & Firmware updates:                                                                                 Included if licensed
  • Vendor support:                                                                                                 Included if licensed
  • Status call:                                                                                                         On request, maximum of 12 times a year ***
  • On-site meeting:                                                                                                On request at additional costs

*** Based on a 12-month contract, shorter contracts are calculated pro rata