Deep Impact AG

SLA

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

Quick links

  • Team
  • Careers
  • Privacy Policy

Newsletter

Get our stories to your mailbox

Deep Impact © All Rights Reserved.