SLAs and Response Times
Service level agreements define the binding performance parameters of our collaboration. The following questions clarify what you can expect from the different SLA tiers and how response times work in practice. More details about our SLA models can be found on our references page.
In short and in plain language
On this page you will find questions and answers on the topic “SLAs and Response Times”.
Each question has its own page with the answer. Below the question you see the start of the answer. Click on a question. Then you can read the whole answer.
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- Which SLA tiers do you offer? We work with three graduated models so you do not pay for response times you do not need. The Basic SLA offers a first response within 8 hours on business days, 5-minute…
- What does first response specifically mean? First response means our technical team begins analyzing the problem within the committed timeframe and informs you of the status. You therefore know reliably that your request…
- Do response times also apply on weekends and holidays? Under the Enterprise SLA, response times apply 24/7, 365 days a year. This is the right choice for shops that also sell on weekends or around campaign days and where an outage on…
- What happens if the SLA response time is not met? We take our SLA commitments seriously and document every response time without gaps, so that compliance remains verifiable and does not rest on mutual feeling. Should an SLA…
- Can I customize the SLA parameters individually? Yes, the three SLA tiers are intended as a starting point, not a rigid corset. In practice, we frequently adapt the parameters to a client's specific reality: shorter response…
- How do you measure SLA compliance? All incidents, response times and measures taken are logged in our system, so every commitment can be substantiated by real timestamps rather than estimates. This creates an…