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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 / Weekends
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 Support Hours  1/2 bonus per month (not creditable)  1 bonus per month (not creditable)  1 per month (creditable) + 1/2 bonus per month (not creditable)  2 per month (creditable) + 1 bonus per month (not creditable)
Support Hours Creditability N/A N/A 3 months 3 months
Price excl. VAT €15,- per month €30,- per month €80,- per month €160,- 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, up to a maximum of ‘Gold’ for three or more services. In general, SLA ‘None’ is only applicable to one-off jobs which do not involve standard microDOT services and equipment, while SLA ‘Platinum’ is intended for clients requiring exceptional response times and/or weekend support.

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

€15,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT RESPONSE TIME 24 HOURS

ON LOCATION SUPPORT TIME WITHIN 48 HOURS

BONUS SUPPORT HOURS: 1/2

SUPPORT HOURS NOT CREDITABLE

DDNS SERVICE INCLUDED

ONLINE MONITORING

SILVER

€30,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT TIME WITHIN 24 HOURS

ON LOCATION SUPPORT TIME WITHIN 24 HOURS

BONUS SUPPORT HOURS: 1

SUPPORT HOURS NOT CREDITABLE

DDNS SERVICE INCLUDED

ONLINE MONITORING

GOLD

€80,- excl. VAT per month

TEL SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS

REMOTE SUPPORT TIME WITHIN 12 HOURS

ON LOCATION SUPPORT TIME WITHIN 24 HOURS

INCLUDED SUPPORT HOURS: 1 P/MONTH
(creditable)

BONUS SUPPORT HOURS: 1/2
(not creditable)

SUPPORT HOURS 3 MONTHS CREDITABLE

DDNS SERVICE INCLUDED

ONLINE MONITORING

PLATINUM

€160,- excl. VAT per month

TE SUPPORT

EMAIL SUPPORT

SUPPORT TIMES: OFFICE HOURS / WEEKENDS

REMOTE SUPPORT TIME: 6 HOURS

ON LOCATION SUPPORT TIME WITHIN 12 HOURS

INCLUDED SUPPORT HOURS: 2 P/MONTH
(creditable)

BONUS SUPPORT HOURS: 1 P/MONTH
(not creditable)

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, up to a maximum of ‘Gold’ for three or more services. In general, SLA ‘None’ is only applicable to one-off jobs which do not involve standard microDOT services and equipment, while SLA ‘Platinum’ is intended for clients requiring exceptional response times and/or weekend support.

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