Service Level Agreement
Package |
Next Business Day |
 |
Next Calendar Day |
|
Business Critical |
|---|---|---|---|---|---|
Generic services for all SLA levels |
|||||
Monitoring data processing |
Yes | Yes | Yes | ||
Monitoring data validations |
Yes | Yes | Yes | ||
Monitors system components |
Yes | Yes | Yes | ||
Monitoring consumption of cloud resources |
Yes | Yes | Yes | ||
Availability of the service desk from 08-18h on working days |
Yes | Yes | Yes | ||
Services in accordance with ISO 27001 / ISAE 3402 type 2 |
Yes | Yes | Yes | ||
Insight into data platform usage |
Yes | Yes | Yes | ||
Understanding ITIL processes |
Yes | Yes | Yes | ||
Technical knowledge management |
Yes | Yes | Yes | ||
Includes 8 hours of effort per month of post-calculation activities |
Yes | Yes | Yes | ||
Three key users |
Yes | Yes | Yes | ||
Coordination of functional user queries and change requests |
Yes | Yes | Yes | ||
Guarantees |
|||||
The data platform is available |
Yes | Yes | Yes | ||
Data updated in a timely manner |
Yes | Yes | Yes | ||
Controlling cloud costs |
Yes | Yes | Yes | ||
Specific services per SLA level |
|||||
SLA-window |
10*5 (08-18u) | 10*7 (08-18u) | 24*7 (00-24u) | ||
Response time |
2-4-8-16 | 2-4-8-16 | 1-2-4-8 | ||
SLA consultation |
Quarterly | Quarterly | Month | ||
Third Party Communication |
Access | Access | Statement | ||
Out-of-hours service desk accessibility regarding critical incidents |
- | - | Yes | ||
Activities based on post-calculation |
|||||
Incident management (analysis & resolution) |
Yes | Yes | Yes | ||
User management (authorizations) |
Yes | Yes | Yes | ||
Follow up and answer functional user questions |
Yes | Yes | Yes | ||
Analyze, specify, and estimate change requests |
Yes | Yes | Yes | ||
Optional service extensions |
|||||
Monitor (near) real-time data processing with 1 hour response time |
Surcharge | Surcharge | Yes | ||
Manage deviant technology |
Surcharge | Surcharge | Surcharge | ||
Third Party Communication Statement |
Surcharge | Surcharge | Yes | ||
Additional key user |
Surcharge | Surcharge | Surcharge |