This page summarises the service levels in our standard retainer. Your signed agreement is what counts — if anything here differs from it, the agreement wins.
Support hours
- Business hours: Monday to Friday, 09:00–18:00 CET/CEST, except the public holidays listed in your agreement.
- 24/7 on-call: an optional add-on covering SEV1 incidents outside business hours.
Response targets
| Severity | Standard | With on-call add-on |
|---|---|---|
| SEV1 | 30 minutes, business hours | 15 minutes, 24/7 |
| SEV2 | 1 business hour | 1 hour, 24/7 |
| SEV3 | 4 business hours | 4 business hours |
| SEV4 | Next business day | Next business day |
“Response” means an engineer is actively working on the issue and you have heard from them — not that it is already fixed. Severity levels are defined in Incident response.
Availability of our services
| Service | Monthly target |
|---|---|
| Monitoring & alerting | 99.9% |
| On-call paging | 99.9% |
| Client file exchange | 99.5% |
| Documentation and status page | 99.5% |
Availability is measured by our external checks and published on the status page. For your own systems we commit to response and recovery targets rather than an uptime figure, because availability there depends on decisions we make together — redundancy, hosting budget, release practices. Recovery targets are in the backup policy.
Service credits
| If, in a calendar month… | Credit on that month’s retainer |
|---|---|
| A SEV1 or SEV2 response target is missed | 5% per miss, up to 25% |
| Monitoring availability is below 99.9% | 10% |
| Monitoring availability is below 99.0% | 25% |
Credits are applied automatically to the next invoice; you don’t need to claim them.
Monthly report
Every month you receive a short report: incidents and response times, uptime of your endpoints, backup and restore-drill results, patches applied, and the open risks we are tracking. One page where possible, two at most.
Exclusions
- Incidents caused by changes made outside the agreed change process.
- Outages of third-party providers outside our control — we still help you work around them.
- Scheduled maintenance announced at least three business days in advance.