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Service Level Agreements

Please choose the service level agreement that best suits your needs

To guarantee you hassle-free operation of Atlassian applications, you can choose between three different service level agreements. You can opt to upgrade to a higher-level contract at any time. The Atlassian operating packages include SLA Bronze. Depending on the area of application and criticality of the application, we also recommend booking either an SLA Silver or Gold agreement.


SLA Bronze

Response time

123
4 hours2 workdays5 workdays

Resolution time

Maximum solution time is not guaranteed

Standard service time

on workdays between 9:00 to 17:00
[CET/CEST]

included in package

SLA Silver

Response time
123
2 hours4 workdays2 workdays
Resolution time
max. 8 hours

Standard service time

on workdays between 9:00 to 17:00

[CET/CEST]

+ 100 EUR / month

SLA Gold

Response time
123
1 hour2 hours1 workday
Resolution time
max. 4 hours

Premium service time

on workdays between 7:00 to 20:00

[CET/CEST]

+ 300 EUR / month
PeriodDescription
Service time

During the service period, incidents are received and processed. Response and resolution times refer to this period.

Response time

The response time is the period between the error message and the first qualified measure for error analysis and troubleshooting.

Resolution time

Maximum time until troubleshooting or a workaround after the start of troubleshooting.

Workday
Workdays are from Monday to Friday, except for public holidays in Hessen.
ClassificationDescription

Concrete examples

1Operation Malfunction

Complete failure of the application or more than 50% of users cannot log in.

2Operation downtime

Severe performance problems, central functions are not available to more than 50% of users.

3Slight disturbanceIndividual components (macros) do not work or only a few users are affected

All failures can be reported by phone or conveniently via the service desk to the emergency support of //SEIBERT/MEDIA.

Included are all efforts to solve issues classified 1 to 3.

On this page, all prices are net prices and do not include sales tax.


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