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SLA -Support


Servoy offers a support level agreement (SLA) for customers that need a guaranteed response to both development and deployment issues and/or questions. The program is available at three levels to accommodate the varying needs of ISVs and corporate users.

 

Benefits of the Servoy SLA program include:

  • Direct contact with highly experienced Servoy engineers
  • Escalation levels for urgent problems
  • Several hours of support every month
  • Ability to report any problem (issues, bugs, deployment, performance)
  • Discount on additional hours
  • Discount on training
  • Discount on conferences
  • Phone, email and web support
SLA Program Silver Gold Platinum
Maximum number of support hours *

4

10

25

Response time **

5 days

1 day

4 hours

Response time to critical items **

8 hours

4 hours

2 hours

Discount on additional hours

15%

20%

25%

Discount on training

25%

25%

50%

Discount on conferences

20%

20%

20%

Cost per month

€1500

€3500

€7500

* Once these hours have been used, additional hours will be invoiced. Hours will not roll over to the next month.

** Response time during business hours. Business hours are 9 a.m. to 6 p.m. local time.

 

Terms and conditions

The SLA is invoiced quarterly, at the beginning of the quarter. The contract term is one year.

Interested in more info? Contact us

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