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Service Level Agreements

Have a look at our SLA’s (Service Level Agreements) in the overview below. Do have any questions concerning our SLA’s? Please contact us.

SLA Bronze Silver Gold Platinum
Tel support Yes Yes Yes Yes
Email support Yes Yes Yes Yes
Help desk and support times Office hours Office hours Office hours Office hours
Remote support response times 24 hours 24 hours 12 hours 6 hours
On location support response times 48 hours 24 hours 24 hours 12 hours
Included maintenance Standard equipment firmware Standard equipment firmware Standard equipment firmware Standard equipment firmware
Included support hours N/A N/A 1 Hour per month 2 hours per month
Price excl. VAT €20,- per month €40,- per month €80,- per month €150,- per month
DDNS Service Yes Yes Yes Yes
Online monitoring Yes Yes Yes Yes
Add-on service Price
microPAGE €10,- excl. VAT/month

Do you want to have a look at our SLA’s at a later point in time? You can download our overview in PDF below.

*Unless otherwise agreed, microDOT’s policy is to apply an SLA per service line, starting from ‘Bronze’ for a single service, ‘Silver’ for two services and ‘Gold’ for three or more services. SLA ‘Platinum’ is intended for clients requiring faster response times and/or regularly using additional monthly support hours.

Do you want to have a look at our SLA’s at a later point in time? You can download our overview  in PDF below.

BRONZE

€20,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT RESPONSE TIME: 24 HOURS

ON LOCATION SUPPORT RESPONSE TIME: 48 HOURS

INCLUDED MAINTENANCE: STANDARD EQUIPMENT FIRMWARE

INCLUDED SUPPORT HOURS: N / A

DDNS SERVICE INCLUDED

ONLINE MONITORING

SILVER

€40,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT RESPONSE TIME: 24 HOURS

ON LOCATION SUPPORT RESPONSE TIME: 24 HOURS

INCLUDED MAINTENANCE: STANDARD EQUIPMENT FIRMWARE

INCLUDED SUPPORT HOURS: N / A

DDNS SERVICE INCLUDED

ONLINE MONITORING

GOLD

€80,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT RESPONSE TIME: 12 HOURS

ON LOCATION SUPPORT RESPONSE TIME: 24 HOURS

INCLUDED MAINTENANCE: STANDARD EQUIPMENT FIRMWARE

INCLUDED SUPPORT HOURS: 1 HOUR PER MONTH

DDNS SERVICE INCLUDED

ONLINE MONITORING

PLATINUM

€150,- excl. VAT per month

TE SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT RESPONSE TIME: 6 HOURS

ON LOCATION SUPPORT RESPONSE TIME: 12 HOURS

INCLUDED MAINTENANCE: STANDARD EQUIPMENT FIRMWARE

INCLUDED SUPPORT HOURS: 2 HOURS PER MONTH

DDNS SERVICE INCLUDED

ONLINE MONITORING

microPAGE

Additional service for microFI
€10,- excl. VAT / month

Do you want have a look at our SLA’s at a later point in time? You can download our overview  in PDF below.

*Unless otherwise agreed, microDOT’s policy is to apply an SLA per service line, starting from ‘Bronze’ for a single service, ‘Silver’ for two services and ‘Gold’ for three or more services. SLA ‘Platinum’ is intended for clients requiring faster response times and/or regularly using additional monthly support hours.

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