Service Level Agreement

The Service Level Agreement defines guaranteed reaction times and support services which extend the regular product warranty. The most important terms are the direct support by priorized tickets, by phone and by remote access to your installations, as well as the guaranteed response times which can exclusively be acquired with a Service Level Agreement.

The annual costs are calculated in percent of the total regular license, plus any custom development costs. Charging happens in advance for a year, additional licenses purchased during the account period are charged at the end of the year.

Outstanding payments lead to interruption of the support services until payment is received, with exception of services covered by a probably still valid warranty. When payment is outstanding more than 30 days over the grace, we assume the contract to have ended and reserve the right to deny continuation at our disposal.

Basic Contract

The annual cost of the base contract are 10% of the licenses+development price during the warrany period. After warranty has run out, the cost is 15% of the licenses+development price and includes the services covered by the regular warranty. The services are:

• Support by tickets, phone and/or remote access
• Guaranteed reaction time within 24 hours of formal request for all problems of priority 1 to 3
• Support times are from monday to freitag, 9.00 to 12.00 a.m. and 2.00 to 6.00 p.m.
• Including free updates to minor versions
• Software source escrow

Other contitions and terms like warranty.

Extensions

The annual costs are added to the basic contract and are calculated in percent of the total regular license, plus any custom development costs.

• Reaction time 12 hours: +2.5%
• Reaction time 6 hours: +5%
• Reaction time 3 Stunden: +10%
• Include saturday: +2%
• Include saturday and sunday: +5%
• Continuous from 06.00 a.m. to 8.00 p.m.: +5%
• Continuous 24 hours: +10%
• Include administration and operation questions: +2%
• Include support for data recovery: +5%
• Include necessary on site visit costs: +5%

Custom Agreements

Optional customized Service Level Agreements can be defined where the conditions are different from the regular services. Please ask for a proposal for your special requirements in case.