It is important for us that our organization is geared to your needs. That is why we have developed different packages. As a customer, you are free to choose whether you want to take advantage of a package or continue to receive the service without a Service Level Agreement (SLA). The services differ primarily in the response time for business critical support cases and for the implementation of requests with normal urgency.
No SLA
Low Speed Impact SLA
Normal Speed Impact SLA
Fast Speed Impact SLA
Lightning Speed Impact SLA
Support hours
9-12 and 13-17, workdays
9-12 and 13-17, workdays
9-12 and 13-18, workdays
8-20, workdays. 9-17 sun and sat
24/365
Response time business critical
N3B
N2B
N1B
24h
4h
Time to solve business critical
N4B
N3B
N2B
N1B
12h
Reaction time normal urgency
N4B
N3B
N2B
N1B
18h
Time to solve normal urgency
TBD
TBD
N4B
N3B
N2B
Included benefits per month
0
2h
5h
20h
40h
Update CMS, application, browser compatibility
No
No
No
1x per year
2x per year
Cost per month
0
500.-
1’500.-
6’000.-
18’000.-
Rychenbergstrasse 67,
8400 Winterthur
+41 52 551 07 07
emp@deep-impact.ch
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