Service Level Agreement
This SLA describes what you can expect from us when something does not work: when we are reachable, how we weigh a report and what happens next. The base level applies to every customer; above that you choose what fits your situation.
TO CONFIRM This is a fully worked draft. The service levels below are commitments with contractual consequences and have to be settled internally first.
1. What this SLA covers
This SLA applies to the online licence on Core. For an installation on your own premises, support is tied to a maintenance contract and can only be guaranteed on recent versions. For applications we have built to order, a separate SLA is agreed on top of this one. The underlying agreements are set out in the terms and conditions.
2. How to reach us
Reports reach us at support@deverence.com, through your named contact, or by phone on +31 (0)10 300 67 78. For failures that bring your operation to a halt, that number is answered 24 hours a day. You get an engineer on the line, not a ticket robot.
The platform also contains built-in help texts and an online help centre with extensive examples, which settles a share of the questions without a report being needed at all.
3. Support levels
Customers choose a support level that fits their situation. The base level applies to every customer and covers disruptions in the platform. Higher levels add wider availability, shorter turnaround and a named contact.
TO CONFIRM The names of the support levels, exactly what each one covers and what it costs still have to be settled.
4. Priorities and response times
We set the priority of a report by its impact on your operation, not by how loudly it is raised. Where that is not obvious, we decide together.
- Production is down: your environment or a critical flow is unreachable. Response within 1 hour, 24/7.
- Serious disruption: work can continue, but with real friction. Response within 4 hours, Monday to Saturday from 7 to 22.
- Question or request: advice, an explanation, a small change or new functionality. Response within one working day, during office hours.
These are the standard times for customers with a support contract; where your signed contract says something different, the contract prevails. Disruptive problems are analysed within one working day, with an immediate workaround wherever that is possible. Where a problem causes hindrance we agree the best available interim solution with you, so you can keep working while we deal with the cause.
TO CONFIRM The target time for a permanent fix per category, and how that differs per support level, still have to be settled.
5. Availability
Core runs on our own hardware in the independent BIT data centre locations in Ede, connected redundantly. Inside each data centre our racks are spread across several floors, each with its own network, so a failure on one floor does not touch the rest. Should Ede become unreachable, environments migrate automatically to external data centres. The current status of every cluster is public on the status page.
TO CONFIRM The committed availability percentage, the measurement method, the period it is measured over and whether planned maintenance counts as downtime still have to be settled.
6. Planned maintenance
Because of the way our infrastructure is built, planned maintenance only ever takes part of the server capacity offline; the customer does not notice it. Planned maintenance takes place outside office hours, between 21:00 and 05:00. Maintenance that is noticeable is announced in advance to the contacts for the environment.
7. Reporting and escalation
You do not have to wait for a report to see how your environment is running: usage and performance figures sit in your own environment, and the status of every cluster is public on the status page. If a report stalls, escalate through your contact. We work as one team, so the route to the engineer working on it is short.
8. Service credits
If we miss an agreed level, that should show up on the invoice and not only in an apology.
TO CONFIRM The size of the service credits, how you claim them, the deadline for doing so and the maximum per period still have to be settled.
9. What falls outside this SLA
- Failures in third-party services your environment connects to.
- Problems caused by changes you or a third party make in the environment.
- Force majeure, including loss of power or network beyond our control.
- Requests for new functionality: those run through consultancy and development, not through support.
10. Changes to this SLA
If we change this SLA, the new version applies from the date at the top of this page. Where your signed contract says something different, the contract prevails.
Reporting an issue
Email support@deverence.com or call +31 (0)10 300 67 78. Tell us which environment it concerns, what you did, what you expected and what happened instead. The more concrete the report, the faster the fix.
Which support level fits your operation?
Tell us what an hour of downtime costs you and what absolutely has to keep running. We build the agreement around that.