Support Hours and Fees
Support during business hours is included as a standard. Our business hours are 08:00-22:00 CET and after business hours are (22:00-08:00 CET).
If you want an extra level of support then an additional support agreement (SLA) may be signed.
| SLA 1 |
SLA 2 |
SLA 3 |
|
| Response time business hours: |
4 HRS |
55 Min |
55 Min |
| Response time outside office hours: |
N/A | 4 HRS |
2 HRS |
| Support office hours 08:00-20:00 CET : | Yes | Yes | Yes |
| Support other times 20:00-08:00 CET: | No | Yes | Yes |
| Solution Attempt of hardware (days): | Yes | Yes | Yes |
| Solution Attempt of hardware (night): |
No | Yes | Yes |
| Solution Attempt of OS (days): |
Yes | Yes | Yes |
| Solution Attempt of OS (night): | No | Yes | Yes |
| Solution Attempt of third party Applications (days): | No | No | No |
| Solution Attempt of Application (night): | No | No | No |
| Price per month | Included | £92 | £180 |
• If the service is out of operation and the problem is not related to Crystone’s network or hardware then work done by Crystone’s technicians will be charged to the customer , below are the fees if the problem is not related to Crystone’s network or hardware. The below prices are for every hour started.
Technicians fees
Consultation: £90/hr Business hours: £90 /hr Other times: £135 /hr (SLA 2 och SLA 3)
“5-minutes work”: £30 (VPS restarts, Firewall rules, updates, etc.)
For support outside business hours and for customers without additional service level agreements (SLA) you will be charged: £275 /hr (SLA 1)
