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 | €22,50,- per month | €45,- per month | €90,- per month | €180,- 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
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
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
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
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
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.