|Operational Support is offered as Service Level Agreement (SLA)|
On top of a flexible Base Contract, SLA Support Units can be purchased as a reservation (purse) for future support requests. Although SLA Units can be purchased at any time, as a rule they are reserved at the start of a new budgeting period according to the expected (budgeted) support costs. When the contract is terminated, the value of the remaining Units is reimbursed to the contractor 1).
SLA units can be used in any way the contractor wishes. For example, GNU/Linux Services, like consultancy, training, installation, configuration, etc. can be paid with SLA Unit “currency” as well.
|Contract||SLA 8×5 (24 hr)|
|Support Domain||Operational Support Matrix 2)|
|Support Availability||8×5 (Monday-Friday)|
|Support Channels||Email, Phone, On-site 3)|
|Additional SavaPage Channel||Web Help Desk|
|Initial Response||1 business day|
|Support Reservation||€20 per Unit 4)|
|Minimum Initial Reservation||32 Units = €640|
|Support Charge||15 minutes = 1 Unit|
|Support Charge On-site 5)||per 8 hour day = 36 Units = €720|
|Liability||Limited 6) 7)|
|Terms & Conditions||ICT~Office 8) 9)|