Business SLA
You can rely on our service. We guarantee this in comprehensive service level agreements (SLAs) that are tailored specifically to your business.
Individual service levels then guarantee first class service
Service you can rely on
Detailed service descriptions, clear communication channels, as well as transparent error and problem management ensure the best possible availability and reliability. At the same time, our service agreements are flexible enough to successfully incorporate new requirements.
Our Business SLA customers enjoy the following
- Availabilities of 99.5% to 99.97%
- Fast response and recovery times
- Clearly defined escalation processes
- 24/7 service desk
- Support in both German and English
- Regular reporting as part of service management
How we monitor your systems
- Permanent monitoring
- Arrangement of individual availability checks
- Agile ITIL change management in the event of technical changes
- Clearly defined response times
- SLA down to application level
- Proactive security management
- Active, tool-supported patch and vulnerability management
- Optional operation via two data centres
4 SLA classes available
- Platinum: Availability 99.97%, included services: Dual data centre operation
- Gold: Availability 99.95%, included services: Cluster operation
- Silver: Availability 99.90%, included services: Operation of redundant systems
- Bronze: Availability 99.50%, included services: Operation of singular, dedicated systems