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.
|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|