Customer Support
Uncompromised service instead of first-level support
Our technical support team is available 24/7 to give you the confidence you need for your most critical applications. As a boutique firm we assign every customer a dedicated account manager who will always be your primary point of contact during business hours. Your account manager, familiar with your applications and specific needs, can provide assistance beyond merely resolving hardware issues, including support in analysing performance bottlenecks and optimisation potential.
- 24/7 support by engineers
- Phone, chat & email support
- Dedicated account manager for every customer
- Application-specific support
Service Level Agreements
All products are delivered with an SLA and the resulting availability guarantee according to the product description. The percentage defines an effective approximate availability that is provided by the specified product platform to inform each customer of the reliability to be expected from the service.
Our availability guarantee is given to the best of our knowledge and belief. Customers will receive credit if the availability of the service falls below the stated guarantee.
| Availability | Downtime | Refund |
|---|---|---|
| 99.99% | 1 hours / month | 1.25% / hour |
| 99.95% | 4 hours / month | 0.75% / hour |
| 99.90% | 8 hours / month | 0.25% / hour |
Monitoring: Ensuring Uninterrupted Excellence
Our state-of-the-art infrastructure is monitored around the clock, ensuring your digital operations are always up and running smoothly.
Advanced Application Support: Utilizing technologies like Grafana and Prometheus, we not only host but also proactively manage and debug your applications. Our experts are available 24/7, ready to tackle any software challenges that arise, offering on-demand support to keep your systems optimal.
Custom Monitoring Solutions: We empower you with bespoke monitoring tools, designed for your unique needs. These solutions allow you to independently oversee your systems while having our continuous support and expertise at your disposal.