Our Service Level Agreement (SLA)

Thanks to a structured service management organization, we accompany our customers professionally and reliably during and after the implementation of their business intelligence solution.

support@informatec.com

SLA Informatec

OUR SERVICE LEVEL AGREEMENT (SLA)

With the completion of the SLA, the customer is automatically included in our service management organization and on-call service. Through our ticketing system, customers can conveniently and easily communicate and track their support cases, such as software malfunctions, application issues, changes, and other requests.

Our ​​​​​​Service Management Organisation

Our service management organization for recording, reporting, and coordinating support requests is available during regular business hours, providing the following beneficial advantages:

  • Our customers benefit from a SPOC (Single Point of Contact)
  • Our clients are supported by a coordinated approach to problem resolution 
  • Our customers increase productivity
  • Our customers guarantee service availability inside
  • Our customers are supported even after the go-live of us

The customer submits his requests from this SLA via the support e-mail address.

Incoming requests are classified and prioritized in terms of response time.

  • Support adress

    support@informatec.com

  • Reachability

    Monday - Friday

  • Business hours

    8 am – 5 pm

  • Response time

    Next Business Day

  • Support service

    according effort 

  • Duration

    at least 1 year

Support outside of these operating and response times is individually agreed with the customer through the possibility of extended support under the SLA.

Support Informatec 1
Support Informatec 2

Service Support

SUPPORT@INFORMATEC.COM