SLA Standard
For organisations that want reliable support during office hours.
- Reactive management
- Basic monitoring
- Annual Health Check
- Quarterly reporting
Managed Services.
Clear agreements, reliable support.
Choose the level of support, monitoring and management that matches your organisation’s continuity needs.
Service levels at a glance
| Feature | Standard | Plus |
|---|---|---|
| P1 response time | 4 working hours | 1 hour, 7 days a week |
| P2 response time | 8 working hours | 4 working hours |
| Support | Mon to Fri 08:00-17:00 | Mon to Fri 08:00-18:00, P1 also at weekends and on public holidays 09:00-13:00 |
| Monitoring | Alert follow-up | Continuous and proactive |
| Reporting | Quarterly | Monthly |
| HealthCheck | Once a year | Twice a year |
| Contacts on your side | At least 1 | At least 2 |
SLA Plus adds a dedicated contact and a strategic review twice a year.
Our Managed Services categories
Clear service agreements give you control over support, response times and the continuity of your IT environment.
Choose the service level that suits your organisation
With our SLA Standard and SLA Plus, you know exactly what to expect in terms of support, monitoring, management and continuity.
| Feature | SLA Standard | SLA Plus |
|---|---|---|
| Who is it for? | Organisations that need reactive management | Organisations where continuity is business-critical |
| Support window | Mon to Fri 08:00-17:00 | Mon to Fri 08:00-18:00; P1 also Sat, Sun and public holidays 09:00-13:00 |
| P1 outside the window | Via the emergency e-mail address; follow-up within 8 hours aimed for, without guarantee | Picked up when the next window opens, or earlier where possible |
| P1 response time | 4 working hours | 1 hour within the window, 7 days a week |
| P2 response time | 8 working hours | 4 working hours |
| P3 response time | 2 working days | 1 working day |
| P4 response time | 5 working days | 3 working days |
| P1 resolution time | 8 working hours (best effort) | 4 working hours (target) |
| P2 resolution time | 3 working days (best effort) | 1 working day (target) |
| Management | Reactive | Proactive and reactive |
| Monitoring | Follow-up of alerts | Continuous: availability, performance and security status; BCP also acts without a report |
| Patch management | Monthly in the maintenance window, urgent updates immediately | Pre-communicated schedule with rollback procedure |
| HealthCheck | Once a year | Twice a year, with written report |
| Reporting | Quarterly report | Monthly report with trend analysis and advice |
| Strategic review | Not included | Every six months |
| Proactive communication | Planned maintenance | Yes |
| Designated contacts (your side) | At least 1 | At least 2 (primary and backup) |
| Dedicated BCP contact | No | Yes |
With SLA Plus you get proactive management, P1 support at weekends too and a dedicated contact. It is 25% on top of your monthly BCP services; licences and one-off costs are not included. SLA Plus is already part of the Secure package.
Response times apply within the support window and run from a complete ticket; resolution times are targets. Support runs through your designated contacts; BCP does not provide end-user support. The full commitments are set out in the SLA attached to your agreement.
SLA Plus
For organisations that depend on IT and need faster assistance.
- Proactive management
- Continuous monitoring
- Faster response times
- Strategic reviews