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