We distinguish two types of SLAs, divided according to the number of workstations:
- Up to and including 50 workstations, we work, unless otherwise agreed, with our standard Best Effort SLA.
- For environments with more than 50 workstations, we create a customised SLA based on the availability matrix to be completed. This records our agreements, conditions and availability, alongside the customised SLA document drawn up for the client (our customer) and the contractor (us as the ICT party).
For the definitions and abbreviations in our SLA and other documents, please visit our page with terms and abbreviations.
Operational hours B/Focused Managed ICT Services
On working days from 08:00 to 17:30. Through an on-call service, we are reachable 24/7 on our Servicedesk phone number 045-3030003. Depending on the agreements in your SLA, additional surcharges may be charged when using our on-call service outside our operational hours. These are listed in the overview below.
Surcharges
In some cases, it is necessary in an emergency situation, for example after a fire, to work through a night or weekend to get your infrastructure back online as quickly as possible. In these cases, we apply a surcharge on our applicable rates, unless you have already agreed an SLA for this. If you do not have an SLA, our rates are increased by the percentages below:
| Day and time | Surcharge |
|---|---|
| Monday to Friday from 06:00 – 08:00 and from 18:00 to 23:00 | 50% |
| Saturday from 08:00 – 17:00 | 50% |
| Sunday from 08:00 – 17:00 | 100% |
| Outside these times and on recognised public holidays | 200% |