Support 24/7

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.

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