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Support Level Agreements (SLA1)

Support Level Agreements (SLA1)

As per January 1, 2017, the ART-DECOR Open Tools Group (ADOT) offers the following Support Level Agreements for foreign hosted servers (SLA1). Please contact us for any further information.

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Installation and Update Support
(IUS)

This support plan includes

  • Installation and Update Support for your foreign hosted server
  • follows the official update plan of ART-DECOR® which normally includes up to four updates

At least sharing screens from customer’s side shall be provided to optimized support from our side, optimal support should include SSH access

1.500€

Price / year / server, excl. V.A.T., bookable per year in advance

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Support Plan
“Basic”
(BAS)

This support plan includes

  • Installation and Update Support (IUS)
  • Up to 2 incidents
  • Response time within 4 days
  • Response activities may sum up to 24 hours in total
  • Possible Hot Fixes within 4 days

3.500€

Price / year / server, excl. V.A.T., bookable per year in advance

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Support Plan
“Production”
(PRO)

This support plan includes

  • Installation and Update Support (IUS)
  • Unlimited incidents
  • Response time within 72 hours
  • Response activities may sum up to 100 hours in total
  • Bug priority escalation
  • Up to 8 hours of technical assistance
  • Phone access
  • Emergency Hot Fixes

11.500€

Price / year / server, excl. V.A.T., bookable per year in advance