Guaranteed response times, matched to criticality
Depending on how critical your systems are, we offer clearly defined service-level (SLA) options — from the time it takes to start a phone or remote response, to a guaranteed on-site fix. Different levels can be combined per product within the same contract.
Four different service levels
Different service levels can be combined per product within the same contract.
SLA1
24/7 service. Response by phone or remote connection begins within 30 minutes; on-site repair, or business continuity via an equivalent product, is provided within a maximum of 6 hours.
SLA2
24/7 service. Response by phone or remote connection begins within 1 hour; when needed, on-site response follows within 4 business hours.
SLA3
Service on weekdays, 08:30–17:30. Response by phone or remote connection begins within 4 hours; when needed, on-site response follows by the next business day at the latest.
Custom
Service hours, response and resolution times are worked out together with you and customized to your needs.
We keep the times we commit to
We have maintained a high service-level achievement rate since our founding; our stock and response processes are transparent and open to audit.
Auditable Spare Parts Stock
The spare parts and equipment stock we keep to meet our committed response times is open to customer audit.
High SLA Achievement Rate
We meet our committed response and resolution times at a high achievement rate, and share our performance with you through regular reporting.
Flexible Level per Product
Within the same contract, you can define a different SLA level for each product based on its criticality.
Let’s find the right service level for you
Tell us briefly how critical your systems are, and let’s work out the best SLA level together.
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