As an extension to the Standard, Premium and Ad-Hoc support options, we offer a number of service level agreements which can be used to procure longer service hours and shorter response times. In addition, basic technical account management (TAM) is also a component of the service level expansions, i.e., the support for the contract in question is provided by a fixed technical contact partner.
Service level expansion | 5 x 12 x 2 | 5 x 16 x 2 | 7 x 24 x 2 | 7 x 24 x 1 |
Support hours | 7 bis 19 o'clock | 6 bis 22 o'clock | 0 bis 24 o'clock | 0 bis 24 o'clock |
Response time according to severity level (1/2/3/4)6 | 2 / 4 / 8 / 16 hours | 2 / 4 / 8 / 16 hours | 2 / 4 / 8 / 16 hours | 1 / 4 / 8 / 16 hours |
TAM | 8 hours / year for one basic audit | 8 hours / year for one basic audit | 8 hours / year for one basic audit | 12 hours / year |
6 Response time in accordance with the defined severity level (Severity-Level).
