Support Level Agreements for Customer hosted servers
Type SLA-FO
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.
This Support Level Agreement was formerly known as SLA1 and got now more elaborated due to our experiences with our customers over the years. The SLA is under our maintenance, backup regime and performance surveillance.
Please contact us for any further information.
Installation and Update Support(IUS)
This support plan includes
Support Plan “Basic”
(BAS)
This support plan includes
Support Plan “Production”
(PRO)
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
- Includes Installation and Update Support (IUS)
- 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
- 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 eight hours of technical assistance
- Emergency Hot Fixes