Service Level Agreement
Package |
Basic |
 |
Plus |
|
Carefree |
|---|---|---|---|---|---|
Guaranteed uptime |
99% | 99% | 99% | ||
Support |
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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 |
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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%) |
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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 |
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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 |
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Lias Academy |
- | 2 days p/y | 5 days p/y | ||
Lias Online Academy |
- | 4 sessions p/y | 8 sessions p/y | ||
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* Here we strive for (a) fixed day (s) per month. |
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