Support That Scales

Service Level Agreements

Choose how fast we respond and through which channels. Every plan starts with our Free SLA. Upgrade when your platform's criticality demands guaranteed response times, priority phone access, or 24/7 coverage.

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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

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.

Add an SLA to Your Plan

Support Types Explained

General guidance

General support inquiries.

Application level guidance

Application support inquiries. Only available for certain supported workloads.

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.

Ready to Get Started?

Schedule a technical review with our infrastructure team.