Support Level Agreements for ART-DECOR® hosted servers
Type SLA-AS and SLA-AD
These are the support plans for ART-DECOR® hosted servers for organizations who want ART-DECOR® server support for development or production environments, hosted on our servers. As per January 1, 2017, ART-DECOR Open Tools GmbH (ADOT) offers the following Support Levels.
This Support Level Agreement was formerly known as SLA2 and got now more elaborated due to our experiences with our customers over the years. Any of the three plans below can be either under the SLA-AS regime which means the customer’s projects are hosted on one of our main shared servers or under the SLA-AD regime which includes a dedicated server. Both are under our maintenance, backup regime and performance surveillance.
Please contact us for any further information.
Support Plan “Starter”
(STA)
This support plan includes
Support Plan “Expert”
(EXP)
This support plan includes
Support Plan “Extended”
(XTN)
This support plan includes
- Setup of up to two projects on main server
- Setup of one publication site
- Up to two incidents
- Response time within four days
- Response activities may sum up to 24 hours in total
- Possible Hot Fixes within four days
- Setup of up to six projects on main server
- Setup of one publication site
- Unlimited incidents
- Response time within 72 hours
- Response activities may sum up to 100 hours in total
- Bug priority escalation
- Up to eight hours of technical assistance
- Emergency Hot Fixes
- Setup of a governance groups and up to ten projects on main server
- Setup of publication site for a complete governance groups
- Unlimited incidents
- Response time within 24-48 hours
- Response activities may sum up to 150 hours in total
- Bug priority escalation
- Up to 16 hours of technical assistance
- Emergency Hot Fixes