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
Would you like to know more about how we can help you win digitally?
Carsten Düring
CEO