_discoverable: yes
---
_hidden: no
---
title: ungleich SLA levels
---
subtitle: ungleich service level agreements
---
image:/u/image/cards/sla-levels.jpg
---
headline1: Service
---
headline2: Level
---
headline3: Agreements
---
header_background_color: #61C1C0
---
header_text_color: text-light
---
nav_classes: navbar-dark
---
description1:

Our Service Level Agreements (SLAs) define the reachability as well
as the reaction times. As every customer situation is unique, we allow
customization of the service level per customer.

In this document you can find what the default
SLA covers and which additional options you have.

This is **version 1.0** of the ungleich SLA levels.

## The standard SLA

If not otherwise specified in the product or service you acquired from
us, the standard SLA will apply. This SLA covers standard operations
and is suitable for non-critical deployments. The standard SLA covers:

* Best effort reaction times
* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
* Best effort telephone support
* Included in all products

### Overview of the SLA levels

<div class="table-responsive mt-4">
    <table class="table colored-table table-bordered">
    <thead>
        <tr>
        <th>Feature / SLA</th>
        <th>Standard SLA</th>
        <th>Business SLA</th>
        <th>Professional SLA</th>
        <th>Professional Plus SLA</th>
        <th>Critical Services SLA</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <th scope="row">Support via E-Mail</th>
            <td>yes</td>
            <td>yes</td>
            <td>yes</td>
            <td>yes</td>
            <td>yes</td>
        </tr>
        <tr>
            <th scope="row">Guaranteed response time via E-Mail</th>
            <td>best effort</td>
            <td><a href="#1-business-day">1 business day</a></td>
            <td><a href="#4h-business-hours">4h during business hours</a></td>
            <td><a href="#4h-extended-business-hours">4h during extended business hours</a></td>
            <td><a href="#4h-24x7">4h every day</a></td>
        </tr>
        <tr>
            <th scope="row">Support via telephone</th>
            <td>best effort</td>
            <td>best effort</td>
            <td>Mo-Fr 09:00-17:00</td>
            <td>Mo-Fr 06:00-22:00</td>
            <td>Mo-Su 00:00-23:59</td>
        </tr>
        <tr>
            <th scope="row">Pricing (CHF/month)</th>
            <td>Included for free</td>
            <td>450</td>
            <td>900</td>
            <td>1'800</td>
            <td>4'200</td>
        </tr>
    </tbody>
    </table>
</div>

All prices are excluding the [service hours](../ungleich-service-hour).

---
offer1_title: Business SLA: 450 CHF/month
---
offer1_text:
* Guaranteed response time within 1 business day
* Efficient support handling with support history
* Suitable for SME and smaller projects
---
offer1_link: https://ungleich.ch/product/business-sla/
---
offer2_title: Professional SLA: 900 CHF/month
---
offer2_text:
* Guaranteed response time 4h during business hours
* Guaranteed reachability via telephone during business hours
* Efficient support handling with support history
* Suitable when fast response during business day is important
---
offer2_link: https://ungleich.ch/product/professional-sla/
---
offer3_title: Professional Plus SLA: 1'800 CHF/month
---
offer3_text:
* Guaranteed response time 4h during **extended** business hours
* Covering most time of the day (16h)
* Guaranteed reachability via telephone during **extended** business hours
* Efficient support handling with support history
* Suitable when fast response during even outside business hours is required
---
offer3_link: https://ungleich.ch/product/professional-plus-sla/
---
offer4_title: Critical Services SLA: 4'200 CHF/month
---
offer4_text:
* Guaranteed response time 4h during **every day** (including national holidays)
* Covering the complete day (24h)
* Guaranteed reachability at any time
* Efficient support handling with support history
* Suitable for mission critical services
---
offer4_link: https://ungleich.ch/product/critical-services-sla/
---
description6:

## Services and reaction times in detail

### Business hours

Our reguar business hours are from 09:00-17:00, Monday to Friday, with the
exception of Swiss national holidays.

### Extended Business hours

The extended business hours are from 06:00-22:00, Monday to Friday, with the
exception of Swiss national holidays.

### <a name="1-business-day"></a> 1 business day reaction times

The request will be answered within the next business day. The table
below shows the details for every time of the week.

<div class="table-responsive mt-4">
    <table class="table colored-table table-bordered">
    <thead>
        <tr>
        <th>Request received</th>
        <th>Answer guaranteed until</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td>Between Monday 09:00-17:00</th>
            <td>Tuesday 17:00</th>
        </tr>
        <tr>
            <td>Between Tuesday 09:00-17:00</th>
            <td>Wednesday 17:00</th>
        </tr>
        <tr>
            <td>Between Wednesday 09:00-17:00</th>
            <td>Thursday 17:00</th>
        </tr>
        <tr>
            <td>Between Thursday 09:00-17:00</th>
            <td>Friday 17:00</th>
        </tr>
        <tr>
            <td>Between Friday 09:00 and Monday 09:00</th>
            <td>Monday 17:00</th>
        </tr>
    </tbody>
    </table>
</div>

If a work day is a Swiss national holiday it is treated as Friday to
Monday period.

### <a name="4h-business-hours"></a> 4h during business hours reaction times

The request will be answered within the 4h during business hours. The
table below shows the details:
<div class="table-responsive mt-4">
    <table class="table colored-table table-bordered">
    <thead>
        <tr>
            <th>Request received</th>
            <th>Answer guaranteed until</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td>Between 09:00-13:00 on a work day</td>
            <td>Between 13:00-17:00 on the same work day</td>
        </tr>
        <tr>
            <td>Between 13:00-17:00 on a work day</td>
            <td>Between 09:00-13:00 on the next work day</td>
        </tr>
    </tbody>
    </table>
</div>

### <a name="4h-extended-business-hours"></a> 4h during extended business hours reaction times

The request will be answered within the 4h during business hours. The
table below shows the details:

<div class="table-responsive mt-4">
    <table class="table colored-table table-bordered">
    <thead>
        <tr>
            <th>Request received</th>
            <th>Answer guaranteed until</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td>Between 06:00-18:00 on a work day</th>
            <td>Between 10:00-22:00 on the same work day</th>
        </tr>
        <tr>
            <td>Between 18:00-22:00 on a work day</th>
            <td>Between 06:00-10:00 on the next work day</th>
        </tr>
    </tbody>
    </table>
</div>

### <a name="4h-24x7"></a> Every day 4h response time reaction times

The request will be answered within the 4h independent of the day or
time.
<div class="table-responsive mt-4">
    <table class="table colored-table table-bordered">
        <tr>
            <th>Request received</th>
            <th>Answer guaranteed until</th>
        </tr>
        <tr>
            <td>Between 00:00-23:59 every day</th>
            <td>Within 4 hours</th>
        </tr>
    </table>
</div>

### Business language

As our team is very international, our primary business language is
English, secondary language is German. On request, we are also
available in Korean and French.

## Related pages

* [ungleich Infrastructure Availability](../ungleich-infrastructure-availability)
* [ungleich Service Hours](../ungleich-service-hour)
* [ungleich Support Packages](../ungleich-support-package)