What does an SLA look like?
Every Service Level Agreement is different. You choose the level of service you want. We make clear agreements with each other about this to avoid misunderstandings.
Service agreements cover topics such as:
- Accessibility and availability
- Response times
- Priority of incident reports
- Application and security updates
- Monitoring servers and applications
- Uptime guarantee
Transparant
Service as you want
Fixed contact
3 masterfully arranged service packages!
You don't want to think about your webshop being unavailable for a day. Imagine your loss of turnover! The risk is different for every organization. And everyone makes their own assessment when it comes to service. That's why we offer 3 different packages. Each with its own service level.
Bronze
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Telephone helpdesk
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Access to online ticket system
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Available on weekdays
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Availability on Sundays and public holidays
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120 minutes response time
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60 minutes included time
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Priority on tickets
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Daily security updates
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Application updates
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Application monitoring
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Server monitoring
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Extensive reporting every six months
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Incident reporting
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98% Uptime Guarantee
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Fixed point of contact
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Security audit
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Dashboards
Gold
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Telephone helpdesk
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Access to online ticket system
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24x7x365 available
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Availability on Sundays and public holidays
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30 minutes response time
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120 minutes included time
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Priority on tickets
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Daily security updates
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Weekly application updates
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Application monitoring
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Server monitoring
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Extensive reporting per month
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Incident reporting
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99.5% Uptime Guarantee
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Fixed point of contact
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Quarterly security audit
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Dashboards