How quickly do we respond to technical issues?
In short and in plain language
How fast we respond depends on your package. In the larger package we respond faster to serious incidents, around the clock.
Serious security issues come first for us. All response times are set in the contract. The exact times are in the text below.
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.