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