We remain confident in our services because every day again we work hard to avoid mistakes or problems and limit them. That is why we offer you some strong guarantees.
With the Service Level KPIs listed below, we give you maximum assurance that we follow up and resolve any issues immediately.
Our Service Level KPIs
|
Service Level KPI |
Basic |
Premium |
|---|---|---|
|
Incident Response |
Best Effort (target) |
Guaranteed |
|
Priority 1 response time |
2 hours (24/7) |
30 minutes (24/7) |
|
Priority 2 response time |
8 hours* |
2 hours (24/7) |
|
Priority 3 response time |
12 hours* |
8 hours* |
|
Priority 4 response time |
24 hours* |
12 hours* |
|
Issue RCA status update |
On request |
Every 10 business days |
|
Schedule change request |
N/A |
Guaranteed |
|
Normal change |
N/A |
5 days |
|
Urgent change |
N/A |
4 hours |
|
Standard service request |
Best effort |
Next Business day |
|
Standard change request |
Best effort |
Next Business day |
* During business hours (Monday to Friday from 8am CET to 6pm CET)
Priority level
In consultation with you, we determine the priority level of an incident. The table below shows the relationship between urgency and impact that we use to determine the priority level.
| High impact | Medium impact | Low impact | |
|---|---|---|---|
| High urgency | 1 | 2 | 3 |
| Medium urgency | 2 | 3 | 4 |
| Low urgency | 3 | 4 | 4 |
Would you like to know more about us?
We will be pleased to tell you. Without it necessarily having to be a sales conversation. Let us make your acquaintance!