24h Premier Support for all Atlassian Products (SLA)
Thursday, 01 July 2010 15:26
your advantages:
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First,- and second-level support
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Help-desk is available from 8:00h - 18:00h
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We guarantee a response within 24 hours.
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Our yearly support and maintenance program not only delivers product support but also high quality phone and email support (as Acknowledged by Atlassian by providing us with the premium partner status).
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Customized support level agreements are possible
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We can create a quote for this support if needed
Example service level agreements:
|
Service-Level-Agreement |
no contract (i.e. inclusive without extra charge) |
with a Bronze service contract |
with a Silver service contract |
with a Gold service contract |
|
Subscription Service Level |
Mo - Fri. 8:00 - 18:00 not on holidays |
Mo - Fri. 8:00 - 18:00 not on holidays |
Mo - Fri. 8:00 - 21:00 not on holidays |
Mo - Fri. 0:00 - 24:00 |
|
service time (Central European Time - CET) |
CET |
CET |
CET |
CET |
|
Response time "Critical Impact" |
24 h. |
4 h. |
2 h. |
0,5 h. |
|
Response time with incidents marked "Medium Impact" |
48 h.
|
8 h.. |
4 h. |
1 h. |
|
Response time with incidents marked "Low Impact" |
-- |
24 h. |
24 h. |
24 h. |
|
Delivery of a solution with incidents marked "Critical Impact" |
-- |
-- |
24 h. |
6 h. |
|
maximum amount of support calls per year |
-- |
10 |
25 |
unlimited |
|
Enterprise Subscription Services |
|
|
|
|
|
E-Mail Support |
yes |
yes |
yes |
yes |
|
Phone support |
yes |
yes |
yes |
yes |
|
Problemanalyse & -solutions via Remote Access *) |
yes |
yes |
yes |
yes |
|
Software Update Information Service |
yes (charged) |
yes |
yes |
yes |
|
Security Advisory Service |
yes (charged) |
yes |
yes |
yes |
|
Teamviewer presentation of new Releases |
yes (charged) |
yes |
yes |
yes |
|
Patch Level Updates *) |
yes (charged) |
yes |
yes |
yes |
|
Minor Release Update *) |
yes (charged) |
yes (charged) |
yes |
yes |
|
Enterprise Monitoring **) |
-- |
-- |
yes |
yes |
|
Supported Releases |
last 2 |
last 2 |
last 2 |
last 2 |
|
Pricing per year ***) |
n/a |
4.780 € |
8.280 € |
23.500 € |
|
Pricing per month ****) |
n/a |
399 € |
690 € |
1.959 € |
|
5 additional support requests |
900 € |
900 € |
900 € |
-- |
|
10 additional support requests |
1.600 € |
1.600 € |
1.600 € |
-- |
|
20 additional support requests |
2.800 € |
2.800 € |
2.800 € |
-- |
|
Sysadmin and Application admin support for an additional (Atlassian) application |
3.590 € |
3.590 € |
6.210 € |
17.630 € |
All mentioned prices are without local taxes (VAT/BTW)
Definitions:
*) required: Remote Access on your System
**) required: installation of the Support Assessment Module
***) minimum 12 months - you can finish this contract within 60 calendar days before the end of the contract
****) cannot be paid on a monthly base.
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Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.
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Medium impact: A software component is severely restricted in its use, causing significant business impact. This indicates the program is usable but is severely limited.
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Low impact: A non-critical software component is malfunctioning, causing moderate business impact. This indicates the program is usable with less significant features.
