Our Service Level Agreements (SLAs) define the reachability as well as the reaction times. As every customer situation is unique, we allow customization of the service level per customer.
In this document you can find what the default SLA covers and which additional options you have.
This is version 1.0 of the ungleich SLA levels.
If not otherwise specified in the product or service you acquired from us, the standard SLA will apply. This SLA covers standard operations and is suitable for non-critical deployments. The standard SLA covers:
| Feature / SLA | Standard SLA | Business SLA | Professional SLA | Professional Plus SLA | Critical Services SLA |
|---|---|---|---|---|---|
| Support via E-Mail | yes | yes | yes | yes | yes |
| Guaranteed response time via E-Mail | best effort | 1 business day | 4h during business hours | 4h during extended business hours | 4h every day |
| Support via telephone | best effort | best effort | Mo-Fr 09:00-17:00 | Mo-Fr 06:00-22:00 | Mo-Su 00:00-23:59 |
| Pricing (CHF/month) | Included for free | 450 | 900 | 1'800 | 4'200 |
All prices are excluding the service hours.
Our reguar business hours are from 09:00-17:00, Monday to Friday, with the exception of Swiss national holidays.
The extended business hours are from 06:00-22:00, Monday to Friday, with the exception of Swiss national holidays.
The request will be answered within the next business day. The table below shows the details for every time of the week.
| Request received | Answer guaranteed until |
|---|---|
| Between Monday 09:00-17:00 | Tuesday 17:00 |
| Between Tuesday 09:00-17:00 | Wednesday 17:00 |
| Between Wednesday 09:00-17:00 | Thursday 17:00 |
| Between Thursday 09:00-17:00 | Friday 17:00 |
| Between Friday 09:00 and Monday 09:00 | Monday 17:00 |
If a work day is a Swiss national holiday it is treated as Friday to Monday period.
The request will be answered within the 4h during business hours. The table below shows the details:
| Request received | Answer guaranteed until |
|---|---|
| Between 09:00-13:00 on a work day | Between 13:00-17:00 on the same work day |
| Between 13:00-17:00 on a work day | Between 09:00-13:00 on the next work day |
The request will be answered within the 4h during business hours. The table below shows the details:
| Request received | Answer guaranteed until |
|---|---|
| Between 06:00-18:00 on a work day | Between 10:00-22:00 on the same work day |
| Between 18:00-22:00 on a work day | Between 06:00-10:00 on the next work day |
The request will be answered within the 4h independent of the day or time.
| Request received | Answer guaranteed until |
|---|---|
| Between 00:00-23:59 every day | Within 4 hours |
As our team is very international, our primary business language is English, secondary language is German. On request, we are also available in Korean and French.