Service Level Agreement

Service Request and Incident Response times:

Gold

* High Severity – 1 Business Day
* Medium Severity  Р2 Business Days
* Low Severity – 3 Business Days

Silver

* High Severity – 2 Business Days
* Medium Severity  Р3 Business Days
* Low Severity – 4 Business Days

Bronze

* High Severity – 3 Business Days
* Medium Severity  Р4 Business Days
* Low Severity – 5 Business Days

Note: Your free support and service period depends on the project value in Euros. Please contact us if you are unsure if you are still covered by our guarantee or if you would like to sign up for a service and maintenance contract. If you do not have a service contract all services are billable in increments of 15 minutes with a minimum of 15 minutes billed per request.