We have to try harder.
| Bronze SLA | Silver SLA | Gold SLA | |
|---|---|---|---|
| Response time tickets during working hours | 6 hours | 4 hours | 2 hours |
| Response time on issues noticed by phone outside working hours | 8 hours | 6 hours | 4 hours |
| Included amount of minutes per month dedicated to default tasks | 30 minutes | 30 minutes | 30 minutes |
| Discount on hourly rates | 20% | 20% | 25% |
Hourly rates for support not covered by our Support SLA, server administration and updates:
| Hourly rate during working hours | € 75,00 hourly |
| Hourly rate outside working hours on working days | € 125,00 hourly |
| Hourly rate on Saturday, Sunday or National Holidays | € 150,00 hourly |