_discoverable: no
---
_hidden: no
---
title: ungleich SLA levels
---
subtitle: ungleich service level agreements
---
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

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:

* Target uptime of all services: 99.9%
* Service level: best effort
* Included for all products
* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
* Individual Development and Support available at standard rate of 220 CHF/h
* No telephone support


---
feature1_title: Bronze SLA
---
feature1_text:

The business SLA is suited for running regular applications with a
focus of business continuity and individual support. Compared to the
standard SLA it **guarantees you responses within 5 hours** within work
hours. You also can **reach our staff at extended** hours.

---
feature2_title: Enterprise SLA
---
feature2_text:

The Enterprise SLA is right for you if you need high availability, but
you don't require instant reaction times from our team.


How this works:

* All services are setup in a high availability setup (additional
  charges for resources apply)
* The target uptime of services: 99.99%



---
feature3_title: High Availability (HA) SLA
---
feature3_text:
If your application is mission critical, this is the right SLA for
you. The **HA SLA** guarantees high availability, multi location
deployments with cross-datacenter backups and fast reaction times
on 24 hours per day.

---
offer1_title: Business SLA
---
offer1_text:

* Target uptime of all services: 99.9%
* Service level: guaranteed reaction within 1 business day
* Development/Support (need to phrase this well): 180 CHF/h
* Telephone support (8-18 work days)
* Mail support (8-18 work days)
* Optional out of business hours hotline (360 CHF/h)
* 3'000 CHF/6 months

---
offer1_link: https://ungleich.ch/u/contact/
---
offer2_title: Enterprise SLA
---
offer2_text:

** Requires High availability setup for all services with separate pricing
* Service level: reaction within 4 hours
* Telephone support (24x7 work days)
* Services are provided in multiple data centers
* Included out of business hours hotline (180 CHF/h)
* 18'000 CHF/6 months

---
offer2_link: https://ungleich.ch/u/contact/
---
offer3_title: HA SLA
---
offer3_text:

* Uptime guarantees >= 99.99%
* Ticketing system reaction time < 3h
* 24x7 telephone support
* Applications running in multiple data centers
* Minimum monthly fee: 3000 CHF (according to individual service definition)

Individual pricing. Contact us on support@ungleich.ch for an indivual
quote and we will get back to you.

---
offer3_link: https://ungleich.ch/u/contact/
---
description4:

### Overview of the different 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>no (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>yes, Mo-Fr 09:00-17:00</td>
            <td>yes, Mo-Fr 06:00-22:00</td>
            <td>yes, Mo-Su 00:00-23:59</td>
        </tr>
        <tr>
            <th scope="row">Pricing</th>
            <td>Included for free</td>
            <td>450</td>
            <td>900</td>
            <td>1800</td>
            <td>4200</td>
        </tr>
    </tbody>
    </table>
</div>

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

## 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.

### 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.

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

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 17:00 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

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

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</th>
            <td>Between 13:00-17:00 on the same work day</th>
        </tr>
        <tr>
            <td>Between 13:00-17:00 on a work day</th>
            <td>Between 09:00-13:00 on the next work day</th>
        </tr>
    </tbody>
    </table>
</div>

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

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>

## Related pages

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