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