260 lines
7.6 KiB
Markdown
260 lines
7.6 KiB
Markdown
_discoverable: yes
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---
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_hidden: no
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---
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title: ungleich SLA levels
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---
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subtitle: ungleich service level agreements
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---
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description1:
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Our Service Level Agreements (SLAs) define the reachability as well
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as the reaction times. As every customer situation is unique, we allow
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customization of
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In this document you can find what the default
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SLA covers and which additional options you have.
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This is **version 1.0** of the ungleich SLA levels.
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## The standard SLA
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If not otherwise specified in the product or service you acquired from
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us, the standard SLA will apply. This SLA covers standard operations
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and is suitable for non-critical deployments. The standard SLA covers:
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* Best effort reaction times
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* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
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* Best effort Telephone support
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* Included for all products
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### Overview of the SLA levels
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<div class="table-responsive mt-4">
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<table class="table colored-table table-bordered">
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<thead>
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<tr>
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<th>Feature / SLA</th>
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<th>Standard SLA</th>
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<th>Business SLA</th>
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<th>Professional SLA</th>
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<th>Professional Plus SLA</th>
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<th>Critical Services SLA</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<th scope="row">Support via E-Mail</th>
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<td>yes</td>
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<td>yes</td>
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<td>yes</td>
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<td>yes</td>
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<td>yes</td>
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</tr>
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<tr>
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<th scope="row">Guaranteed response time via E-Mail</th>
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<td>no (best effort)</td>
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<td><a href="#1-business-day">1 business day</a></td>
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<td><a href="#4h-business-hours">4h during business hours</a></td>
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<td><a href="#4h-extended-business-hours">4h during extended business hours</a></td>
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<td><a href="#4h-24x7">4h every day</a></td>
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</tr>
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<tr>
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<th scope="row">Support via telephone</th>
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<td>best effort</td>
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<td>best effort</td>
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<td>yes, Mo-Fr 09:00-17:00</td>
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<td>yes, Mo-Fr 06:00-22:00</td>
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<td>yes, Mo-Su 00:00-23:59</td>
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</tr>
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<tr>
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<th scope="row">Pricing (CHF/month)</th>
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<td>Included for free</td>
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<td>450</td>
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<td>900</td>
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<td>1'800</td>
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<td>4'200</td>
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</tr>
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</tbody>
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</table>
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</div>
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All prices are excluding the [service hours](../ungleich-service-hour).
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---
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offer1_title: Business SLA: 450 CHF/month
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---
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offer1_text:
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* Guaranteed response time within 1 business day
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* Efficient support handling with support history
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* Suitable for SME and smaller projects
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---
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offer1_link: https://ungleich.ch/product/business-sla/
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---
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offer2_title: Professional SLA: 900 CHF/month
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---
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offer2_text:
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* Guaranteed response time 4h during business hours
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* Guaranteed reachability via telephone during business hours
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* Efficient support handling with support history
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* Suitable when fast response during business day is important
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---
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offer2_link: https://ungleich.ch/product/professional-sla/
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---
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offer3_title: Professional Plus SLA: 1'800 CHF/month
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---
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offer3_text:
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* Guaranteed response time 4h during **extended** business hours
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* Covering most time of the day (16h)
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* Guaranteed reachability via telephone during **extended** business hours
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* Efficient support handling with support history
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* Suitable when fast response during even outside business hours is required
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---
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offer3_link: https://ungleich.ch/product/professional-plus-sla/
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---
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offer4_title: Critical Services SLA: 4'200 CHF/month
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---
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offer4_text:
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* Guaranteed response time 4h during **every day** (including national holidays)
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* Covering the complete day (24h)
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* Guaranteed reachability at any time
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* Efficient support handling with support history
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* Suitable for mission critical services
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---
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offer4_link: https://ungleich.ch/product/critical-services-sla/
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---
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description6:
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## Services and reaction times in detail
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### Business hours
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Our reguar business hours are from 09:00-17:00, Monday to Friday, with the
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exception of Swiss national holidays.
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### Extended Business hours
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The extended business hours are from 06:00-22:00, Monday to Friday, with the
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exception of Swiss national holidays.
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### <a name="1-business-day"></a> 1 business day reaction times
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The request will be answered within the next business day. The table
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below shows the details for every time of the week.
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<div class="table-responsive mt-4">
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<table class="table colored-table table-bordered">
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<thead>
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<tr>
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<th>Request received</th>
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<th>Answer guaranteed until</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<td>Between Monday 09:00-17:00</th>
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<td>Tuesday 17:00</th>
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</tr>
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<tr>
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<td>Between Tuesday 09:00-17:00</th>
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<td>Wednesday 17:00</th>
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</tr>
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<tr>
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<td>Between Wednesday 09:00-17:00</th>
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<td>Thursday 17:00</th>
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</tr>
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<tr>
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<td>Between Thursday 09:00-17:00</th>
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<td>Friday 17:00</th>
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</tr>
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<tr>
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<td>Between Friday 17:00 and Monday 09:00</th>
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<td>Monday 17:00</th>
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</tr>
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</tbody>
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</table>
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</div>
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If a work day is a Swiss national holiday it is treated as Friday to
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Monday period.
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### <a name="4h-business-hours"></a> 4h during business hours reaction times
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The request will be answered within the 4h during business hours. The
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table below shows the details:
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<div class="table-responsive mt-4">
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<table class="table colored-table table-bordered">
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<thead>
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<tr>
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<th>Request received</th>
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<th>Answer guaranteed until</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<td>Between 09:00-13:00 on a work day</td>
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<td>Between 13:00-17:00 on the same work day</td>
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</tr>
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<tr>
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<td>Between 13:00-17:00 on a work day</td>
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<td>Between 09:00-13:00 on the next work day</td>
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</tr>
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</tbody>
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</table>
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</div>
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### <a name="4h-extended-business-hours"></a> 4h during extended business hours reaction times
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The request will be answered within the 4h during business hours. The
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table below shows the details:
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<div class="table-responsive mt-4">
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<table class="table colored-table table-bordered">
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<thead>
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<tr>
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<th>Request received</th>
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<th>Answer guaranteed until</th>
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</tr>
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</thead>
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<tbody>
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<tr>
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<td>Between 09:00-13:00 on a work day</th>
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<td>Between 13:00-17:00 on the same work day</th>
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</tr>
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<tr>
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<td>Between 13:00-17:00 on a work day</th>
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<td>Between 09:00-13:00 on the next work day</th>
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</tr>
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</tbody>
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</table>
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</div>
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### <a name="4h-24x7"></a> Every day 4h response time reaction times
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The request will be answered within the 4h independent of the day or
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time.
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<div class="table-responsive mt-4">
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<table class="table colored-table table-bordered">
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<tr>
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<th>Request received</th>
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<th>Answer guaranteed until</th>
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</tr>
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<tr>
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<td>Between 00:00-23:59 every day</th>
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<td>Within 4 hours</th>
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</tr>
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</table>
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</div>
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### Business language
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As our team is very international, our primary business language is
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English, secondary language is German. On request, we are also
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available in Korean and French.
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## Related pages
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* [ungleich Infrastructure Availability](../ungleich-infrastructure-availability)
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* [ungleich Service Hours](../ungleich-service-hour)
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* [ungleich Support Packages](../ungleich-support-package)
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