How quickly does XICTRON respond to technical issues?

Response time depends on the agreed service package, so you only pay for the service level you actually need. With the Basis package we respond to critical incidents within four hours during business hours and to standard requests within one business day, which is usually sufficient for platforms without hard real-time dependencies.

With the Premium package, critical incidents receive a response within 30 minutes, with round-the-clock availability including weekends. Critical security incidents we treat with the highest priority regardless of the package, because here every hour counts. All response times and escalation paths we record contractually, so in an incident it is clear who does what by when.

The SLA tiers are part of our maintenance offerings. Which response times your operation requires we discuss in conversation.