How we could help

E-Bureauet standard support is applicable within normal working hours, 9 AM to 5 PM Danish time. However, we support multiple business-critical solutions for clients with offices and customers worldwide with 24/7 support.

Our standard support quality goal is a response time of max. 30 minutes within the agreed support period.

We are also happy to arrange individually agreed response and solution guarantees for clients with Service Level Agreements.

- Bronze Silver Gold Platinum
Support window 9:00-17:00
mon-fri
9:00-17:00
mon-fri
9:00-00:00
mon-sun
24/7
Vacation & holiday coverage yes yes yes yes
Recovery hours included no yes yes yes
Preemptive maintenance hours included no yes yes yes
Response time, critical tasks 4 hours 4 hours 2 hours 1 hour
Response time, regular tasks 2 days 2 days 2 days 2 days
Uptime monitoring yes yes yes yes
Monthly service reports yes yes yes yes
Source code management yes yes yes yes
Service Desk / Task management yes yes yes yes
Single point of contact yes yes yes yes

How incidents unfold – and how we minimize them

An incident typically plays out like the below timeline. Monitoring is the key to minimizing detection time. Our world-class service and readiness is instrumental in minimizing incident time. And we believe pre-emptive maintenance is the key to avoiding critical incidents arising in the first place.

support flow chart

Boss

Contact

Do you want to know how we help clients win digital?

Carsten Düring
CEO & FOUNDER

Contact us