Service Level Agreement

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

Method of contact: Email & Phone

Professional Package: 60€/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

Method of contact: Standard + Skype and Hangout

Corporate 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 4 working hours Start next working day
Outside Working Hours 4 Hours (daytime) 48 Hours 12 Hours No coverage

Method of contact: Professional + One additional method as agreed

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 it 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)

  • Central European Time

  • Not including holidays

Daytime

08:00 – 24:00 (Central European Time)