Our Service Contract (SLA)

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Service contract

"You can take a service contract with us to ensure rapid assistance in the event of a calamity and/or to give your team the opportunity during the month to contact us at regular intervals in order to solve the current issues with them.".

Our standard service contract includes the following items

  • Follow-up of all requests via support@premium-plus.be
  • We respond within the agreed SLA (within 24 hours or 8 working hours).
  • Possibility of setting up a monthly conference call to discuss current issues
  • This SLA has a maximum of one hour per month (not transferable to the next month) of the time Premium+ spends answering questions and troubleshooting.
  • With your prior agreement, we can also immediately make the necessary adjustments to your Zendesk.

Price

"The cost of the services offered by Premium+ under the Service Level Agreement is 60€/month (720€/year). If this time is exceeded, Premium+ has the right to charge the extra time needed separately at 95€/hour."
If you do not have an SLA contract, all support requests will be charged at €115€/hour.

Conditions

  • Period : Annual billing
  • Service term : 12 months
  • Annual termination date: 2 months before the annual termination date