| Response times | FreeIncluded | Standard€200/mo | Most PopularPremium€400/mo | Advanced€750/mo | Enterprise€1,000/mo |
|---|---|---|---|---|---|
| Support channels | Email and phone, business hours on weekdays (excl. public holidays) | Email, Slack and phone, business hours, 7 days a week | Email, Slack and phone, business hours, 7 days a week | All channels, business hours, 7 days a week | All channels with priority, 24/7 |
| General guidance | 24 hours | 12 hours | 12 hours | 8 hours | 4 hours |
| Application guidance | Best effort | 24 hours | 12 hours | 8 hours | 4 hours |
| System impaired | 24 hours | 12 hours | 8 hours | 4 hours | 2 hours |
| Production impaired | 12 hours | 8 hours | 4 hours | 2 hours | < 1 hour |
| Production down | 4 hours | 2 hours | < 1 hour | < 30 minutes | < 15 minutes |
| Phone support | Office hours only | Office hours only | Office hours only | Out of hours too, via your personal access code | 24/7 priority routing, via your personal access code |
Free
Included
Email and phone, business hours on weekdays (excl. public holidays)
- General guidance
- 24 hours
- Application guidance
- Best effort
- System impaired
- 24 hours
- Production impaired
- 12 hours
- Production down
- 4 hours
- Phone support
- Office hours only
Standard
€200/mo
Email, Slack and phone, business hours, 7 days a week
- General guidance
- 12 hours
- Application guidance
- 24 hours
- System impaired
- 12 hours
- Production impaired
- 8 hours
- Production down
- 2 hours
- Phone support
- Office hours only
Premium
€400/mo
Email, Slack and phone, business hours, 7 days a week
- General guidance
- 12 hours
- Application guidance
- 12 hours
- System impaired
- 8 hours
- Production impaired
- 4 hours
- Production down
- < 1 hour
- Phone support
- Office hours only
Advanced
€750/mo
All channels, business hours, 7 days a week
- General guidance
- 8 hours
- Application guidance
- 8 hours
- System impaired
- 4 hours
- Production impaired
- 2 hours
- Production down
- < 30 minutes
- Phone support
- Out of hours too, via your personal access code
Enterprise
€1,000/mo
All channels with priority, 24/7
- General guidance
- 4 hours
- Application guidance
- 4 hours
- System impaired
- 2 hours
- Production impaired
- < 1 hour
- Production down
- < 15 minutes
- Phone support
- 24/7 priority routing, via your personal access code
Business hours: 8:30–18:30 CET/CEST (Amsterdam). Response times apply within each tier's support hours.
Emergency?No SLA, or an incident outside your tier's support hours? 24/7 emergency intervention is available to every customer at our standard hourly rate, billed per hour.
Contact UsSupport types explained
General guidance
General support inquiries.
Application level guidance
Application-level advice for the workloads covered by your support agreement.
Technical application level support
Available for all customers, charged against our hourly rate.
System impaired
Non-critical issues, general issues, or time-sensitive support inquiries.
Production system impaired
Important functionalities of your application are impaired or degraded.
Production system down
Critical functionalities of your application are not available.