| Availability Mo – Fr | Availability SA+SU(4) | Reaction Time |
Time To Solution (3)
|
Contact Person | Hourly rate | Cost per month | |||
| Critical (1) | Normal (2) | Critical (1) | Normal (2) | für Change Requests | |||||
| No SLA | 9-12, 13-17 | n/a | Best effort | Best effort | Best effort | Best effort | Support | 200 | 0.00 |
| Silver SLA | 9-12, 13-17 | n/a | N1B | N3B | N3B | Best effort | Support | 180 | 500,00 |
| Gold SLA | 8-18 | n/a | 6h | N2B | N1B | N5B | SPOC | 170 | 2.000,00 |
| Platinum SLA | 24h | Always available | 2h | 1B | 8h | N2B | SPOC | 160 | 18.000,00 |
- Business-critical: Critical processes are no longer running on the platform. This means that data can no longer be queried or entered.
- Normal materiality: Adjustments or functional errors that do not affect the basic functionality of the platform. This means, for example, that only data from individual customers cannot be queried or changed.
- Time until a solution or workaround can be delivered
- Weekend assignments are possible by prior arrangement and will be charged separately due to the extraordinary nature of the assignment.