Jensen Technologies offers a standard Service Level Agreement (SLA) for all clients, as well as expanded offers for clients requiring faster response times and priority support.
If you are interested in signing up for one of our SLA’s then please contact us.
Standard Package: Free for all clients
|
Time of contact
|
Response time
|
Implementation
Non-urgent issues
|
Implementation
Urgent issues
|
Implementation
Large issues
|
| Working Hours |
4 working hours |
2 working days |
1 working days |
Start within 2 working days |
| Outside Working Hours |
No coverage |
No coverage |
No coverage |
No coverage |
Professional Package: 120€/month per project
|
Time of contact
|
Response time
|
Implementation
Non-urgent issues
|
Implementation
Urgent issues
|
Implementation
Large issues
|
| Working Hours |
2 working hours |
Next working day |
6 working hours |
Start within 2 working days |
| Outside Working Hours |
12 Hours |
No coverage |
36 Hours |
No coverage |
Corporate Package: 240€/month per project
|
Time of contact
|
Response time
|
Implementation
Non-urgent issues
|
Implementation
Urgent issues
|
Implementation
Large issues
|
| Working Hours |
2 working hours |
Next working day |
4 working hours |
Start next working day |
| Outside Working Hours |
4 Hours (daytime) |
48 Hours |
12 Hours |
No coverage |
Definitions
Issues
Issues are the tasks that Jensen Technologies will work on for the client. Issues are divided by size (small/large) and priority (urgent/non-urgent) and are treated according to those two factors.
Issue Size
- Small (2 hours or less)
- Large (more than 2 hours)
Issue priority
- Urgent (An issue that prevents the main operating function of the service)
- Non-urgent (An issue that affects the service but is not crucial for operating the service)
Client
The company or person covered and serviced by this SLA
Services
The services covered by the SLA as described in the agreement.
- Website functionality (should be described)
- Website hosting
- Email server
Working days/hours
Monday – Friday (09:00 – 17:45) CET/CEST
- Central European Time
- Not including holidays
Daytime
08:00 – 24:00 (Central European Time)
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