Our Service Level Agreements
The SLAs in the hardware maintenance contract can be individually selected for all companies that are dependent on maximum availability of the IT infrastructure:
- 7 x 24 hours online, phone and on-site service.
- 15 minutes reaction time.
- Our response time is up to two hours.
- Call-to-Repair in up to 4 hours.
- 24 hours spare parts availability.
- IT technicians according to customer-specific skill requirements.
End of Life Server
As a third-party maintenance provider, we provide maintenance contracts independent of manufacturers thanks to our own warehouse and logistics for spare parts and replacement equipment. We support almost all models and types of End of Life (EOL) or End of Support (EOS) hardware. We maintain your server maintenance for at least another 7 years. Experience shows us that we can offer server maintenance for much longer. This gives our customers the flexibility to decide for themselves whether they want to follow the lifecycle of the manufacturers or keep their IT infrastructure even longer.
For our price-conscious customers we also offer maintenance for refurbished or second hand hardware. With this offer we especially want to support the Start Up and SME sector.
Software Maintenance for Server Systems
On request, you can also conclude a software maintenance contract with us. Our software service includes the following activities:
- Advice on installation and extension of applications.
- Support in troubleshooting system errors.
- Problem analysis and documentation of the findings
- Release and version management.
- Configuration changes and system tuning.
- Data backup and recovery.
We offer all these services for the most common application software, operating systems and operating system related software components. Our certified system specialists support and advise you around the clock with all your technical concerns and increase your availability. The Service Level Agreements for software maintenance can be individually adapted to your own needs. This gives you maximum flexibility and stability for your software..