303 lines
8.3 KiB
Markdown
303 lines
8.3 KiB
Markdown
_discoverable: no
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---
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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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* Target uptime of all services: 99.9%
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* Service level: best effort
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* Included for all products
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* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
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* Individual Development and Support available at standard rate of 220 CHF/h
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* No telephone support
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---
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feature1_title: Bronze SLA
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---
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feature1_text:
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The business SLA is suited for running regular applications with a
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focus of business continuity and individual support. Compared to the
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standard SLA it **guarantees you responses within 5 hours** within work
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hours. You also can **reach our staff at extended** hours.
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---
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feature2_title: Enterprise SLA
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---
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feature2_text:
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The Enterprise SLA is right for you if you need high availability, but
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you don't require instant reaction times from our team.
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How this works:
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* All services are setup in a high availability setup (additional
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charges for resources apply)
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* The target uptime of services: 99.99%
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---
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feature3_title: High Availability (HA) SLA
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---
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feature3_text:
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If your application is mission critical, this is the right SLA for
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you. The **HA SLA** guarantees high availability, multi location
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deployments with cross-datacenter backups and fast reaction times
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on 24 hours per day.
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---
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offer1_title: Business SLA
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---
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offer1_text:
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* Target uptime of all services: 99.9%
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* Service level: guaranteed reaction within 1 business day
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* Development/Support (need to phrase this well): 180 CHF/h
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* Telephone support (8-18 work days)
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* Mail support (8-18 work days)
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* Optional out of business hours hotline (360 CHF/h)
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* 3'000 CHF/6 months
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---
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offer1_link: https://ungleich.ch/u/contact/
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---
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offer2_title: Enterprise SLA
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---
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offer2_text:
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** Requires High availability setup for all services with separate pricing
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* Service level: reaction within 4 hours
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* Telephone support (24x7 work days)
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* Services are provided in multiple data centers
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* Included out of business hours hotline (180 CHF/h)
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* 18'000 CHF/6 months
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---
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offer2_link: https://ungleich.ch/u/contact/
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---
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offer3_title: HA SLA
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---
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offer3_text:
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* Uptime guarantees >= 99.99%
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* Ticketing system reaction time < 3h
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* 24x7 telephone support
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* Applications running in multiple data centers
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* Minimum monthly fee: 3000 CHF (according to individual service definition)
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Individual pricing. Contact us on support@ungleich.ch for an indivual
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quote and we will get back to you.
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---
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offer3_link: https://ungleich.ch/u/contact/
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---
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description4:
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### Overview of the different 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</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>1800</td>
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<td>4200</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 [working hours](../ungleich-service-hour).
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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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### 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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### <a name="1-business-day"></a> 1 business day
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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
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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
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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
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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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## Related pages
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* [ungleich Infrastructure Availability](../ungleich-infrastructure-availability)
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* [ungleich SLAs](../ungleich-sla)
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* [ungleich Service Hours](../ungleich-service-hour)
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* [ungleich Support Packages](../ungleich-support-package)
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