Critical systems require fast response to ensure minimal downtime

24/7 support and 30 minute response time

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

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

Additionally, we are 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
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

Nature of incidents

Below is the nature of incidents illustrated. We believe preemptive maintenance is the key to avoiding critical incidents arising. Monitoring is the key to minimizing detection time. And our world class service and readiness is the key  to minimizing incident time.

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