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Service Level Agreement

Package


Basic

Plus

Carefree
Guaranteed uptime
99%   99%   99%
Support
         
Access to the customer portal 24/7
Yes   Yes   Yes
Technical Support Desk
Yes   Yes   Yes
Functional helpdesk (office hours)
Limited (15 min)   Limited (30 min)   Unlimited
Response times
         
Prio 4 - Wishes
Best effort   Best effort   8 hours
Priority 3 - User Questions
Best effort   2 days   8 hours
Priority 2 - Non-production-disrupting problems
1 day   4 hours   2 hours
Prio 1 - Calamities that disrupt production
Within 4 hours   2 hours   1 hour
Recovery times (95%)
         
Prio 4 - Wishes
Based on release calendar   Based on release calendar   Based on release calendar
Priority 3 - User Questions
Consultancy (paid)   On site / online   On site / online
Priority 2 - Non-production-disrupting problems
Best effort   3 days   2 days
Prio 1 - Calamities that disrupt production
Within 24 hours   12 hours   8 hours
Maintenance
         
Remote management
-   -   Custom
Further development plan
-   -   Yes
Annual Quickscan
-   Yes   Yes
Functional support on site / online by a consultant CISO or FG
-   1 day/m*   2 days/m*
Training
         
Lias Academy
-   2 days p/y   5 days p/y
Lias Online Academy
-   4 sessions p/y   8 sessions p/y
 
 

* Here we strive for (a) fixed day (s) per month.
More days is also possible in consultation