We are also happy to arrange individually agreed response and solution guarantees for clients with Service Level Agreements.
| - | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Support window | 9:00-17:00 mon-fri |
9:00-17:00 mon-fri |
9:00-00:00 mon-sun |
24/7 |
| Vacation & holiday coverage | yes | yes | yes | yes |
| Recovery hours included | no | yes | yes | yes |
| Preemptive maintenance hours included | no | yes | yes | yes |
| Response time, critical tasks | 4 hours | 4 hours | 2 hours | 1 hour |
| Response time, regular tasks | 2 days | 2 days | 2 days | 2 days |
| Uptime monitoring | yes | yes | yes | yes |
| Monthly service reports | yes | yes | yes | yes |
| Source code management | yes | yes | yes | yes |
| Service Desk / Task management | yes | yes | yes | yes |
| Single point of contact | yes | yes | yes | yes |
How incidents unfold – and how we minimize them
An incident typically plays out like the below timeline. Monitoring is the key to minimizing detection time. Our world-class service and readiness is instrumental in minimizing incident time. And we believe pre-emptive maintenance is the key to avoiding critical incidents arising in the first place.
Contact
Do you want to know how we help clients win digital?
Carsten Düring
CEO & FOUNDER