Service Level Agreement

The aim is to make the control options transparent for you by precisely describing guaranteed performance characteristics such as scope of services, response time and speed of processing. An important component here is the service level, which describes the agreed service quality and contains information on the range of services (e.g. time, scope), availability, our response time, etc. A typical example is the operation of your system 24 hours a day, 7 days a week with a failure rate of e.g. B. a maximum of 0.1% per year and a response time of 30 minutes after reporting the damage should be guaranteed by us.