Service Level Agreement

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	Silver 0,- /month	Gold 100,- /month	Platinum 600,- /month
Critical support
Emergency number (on-call) 24/7 Emergency number for business-critical incidents outside office hours.
Response time (critical) Response time for business-critical incidents.
Recovery time (critical) Recovery time for business-critical incidents.
Standard support
Response time (standard) Response time for non-critical issues during office hours.
Recovery time (standard) Recovery time for non-critical issues during office hours.
Email Support via email during office hours.
Phone Support via phone during office hours.
Dedicated Slack channel Dedicated Slack channel with the support team during office hours.
Monitoring and incidents
Platform recovery for platform incidents Recovery of the platform during platform incidents.
Notification for application incident Notification when an application incident is detected.
Application support under SLA Support for application incidents within the SLA framework.
Proactive follow-up of application alerts Proactive follow-up of application alerts.
Incident reporting (application incident)
RCA Root cause analysis for application incidents.
Incident report (if required) Incident report for application incidents when required.
Customer Success
Dedicated CSM & service meeting Dedicated Customer Success Manager and periodic service meeting.
Dedicated architect Dedicated architect for technical guidance.
	0,- /month	100,- /month	600,- /month