Support Level Agreements (SLA2)
These are the support plans for ART-DECOR® hosted servers for organizations who want ART-DECOR® server support for development or production environments, hosted on our servers. As per January 1, 2017, ART-DECOR Open Tools GmbH (ADOT) offers the following Support Levels. Please contact us for any further information.
Support Plan
“Starter”
(STA)
This support plan includes
- Setup of up to 2 projects on main server
- Setup of 1 publication site
- Up to 2 incidents
- Response time within 4 days
- Response activities may sum up to 24 hours in total
- Possible Hot Fixes within 4 days
3.500€
Price / year / server, excl. V.A.T., bookable per year in advance
Support Plan
“Expert”
(EXP)
This support plan includes
- Setup of up to 6 projects on main server
- Setup of 1 publication site
- Unlimited incidents
- Response time within 72 hours
- Response activities may sum up to 100 hours in total
- Bug priority escalation
- Up to 8 hours of technical assistance
- Emergency Hot Fixes
11.500€
Price / year / server, excl. V.A.T., bookable per year in advance
Support Plan
“Extended”
(XTN)
This support plan includes
- Setup of a governance groups and up to 10 projects on main server
- Setup of publication site for governance groups
- Unlimited incidents
- Response time within 24-48 hours
- Response activities may sum up to 150 hours in total
- Bug priority escalation
- Up to 16 hours of technical assistance
- Emergency Hot Fixes
22.500€
Price / year / server, excl. V.A.T., bookable per year in advance