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Revision as of 11:40, 13 December 2016 by Info g030m2sr (talk | contribs)

Support Level Agreements (SLA)

The ART-DECOR Open Tools Group (ADOT) offers the following support level agreements (SLA). 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 locally 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

1.000€

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
  • 4 day response time
  • Response activities may sum up to 1 days 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
  • 72h response time
  • Response activities may sum up to 5 days 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