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Support Level Agreements (SLA2)

Support Level Agreements (SLA2)

As per January 1, 2017, the ART-DECOR Open Tools Group (ADOT) offers the following Support Level Agreements for projects hosted on one of our ART-DECOR servers (SLA2). Please contact us for any further information.

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Support Plan
“Starter”
(STA)

This support plan includes

  • Setup of up to 2 projects on main server
  • Setup of 1 publication site
  • 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

Exp.png
Support Plan
“Expert”
(EXP)

This support plan includes

  • Setup of up to 6 projects on main server
  • Setup of 1 publication site
  • 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

Xtn.png
Support Plan
“Extended”
(XTN)

This support plan includes

  • Setup of a governance groups and up to 10 projects on main server
  • Setup of publication site for governance groups
  • Unlimited incidents
  • Response time within 24-48 hours
  • Response activities may sum up to 150 hours in total
  • Bug priority escalation
  • Up to 16 hours of technical assistance
  • Phone access
  • Emergency Hot Fixes

22.500€

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