Support Level Agreements (SLA1)
These are the support plans for foreign hosted servers for organizations who want ART-DECOR® server support for development or production environments, hosted on their own servers. As per January 1, 2017, ART-DECOR Open Tools GmbH (ADOT) offers the following Support Levels. Please contact us for any further information.
Installation and Update Support
(IUS)
This support plan includes
- Installation and Update Support for your foreign hosted server
- follows the official update plan of ART-DECOR® which normally includes up to four updates
- At least sharing screens from customer’s side shall be provided to optimized support from our side, optimal support should include SSH access
1.500€
Price / year / server, excl. V.A.T., bookable per year in advance
Support Plan
“Basic”
(BAS)
This support plan includes
- Installation and Update Support (IUS)
- Up to 2 incidents
- Response time within 4 days
- Response activities may sum up to 24 hours in total
- Possible Hot Fixes within 4 days
3.500€
Price / year / server, excl. V.A.T., bookable per year in advance
Support Plan
“Production”
(PRO)
This support plan includes
- Installation and Update Support (IUS)
- Unlimited incidents
- Response time within 72 hours
- Response activities may sum up to 100 hours in total
- Bug priority escalation
- Up to 8 hours of technical assistance
- Emergency Hot Fixes
11.500€
Price / year / server, excl. V.A.T., bookable per year in advance