The basis for all our application services is a guarantee for our availability and response time.
Availability Guarantee is defined as the period of time we handle incidents and other activities, typically defined as 8 am to 4 pm all working days, exclusive Saturdays, Sundays, public holidays, and the days of Christmas Eve and New Year’s Eve.
Response Time Guarantee is defined as how quickly a job is started from the time an incident is received, typically 24 hours, i.e. a maximum of 3 working days of 8 hours each. This is a maximum limit which acts as a guarantee; we are required to start working on your issues as fast as possible.
The cost for our availability and response time guarantee is a fixed cost per month to cover maintenance of and your prompt access to our customer specific business and application competence. The availability period and response time limits are defined according to your needed level of service.