Service Parameters and Support (SLA)
Annex 2 to Aelo’s Terms and Conditions for the Provision of SaaS Services and Subscription Licences.
Parameter
Maintenance and Response Standard
Monthly availability target
99,0%
Planned maintenance
with 24 hours’ notice
Q1: Critical error
No access to the Platform; response time: 4 working hours
P2: High error
Key feature unavailable; response time: 1 working day
P3: Standard Application
General error / enquiry; response time: 2 working days
Support hours
Working days 8.00–16.00 CET/CEST
Report channel
Email: [email protected] / Customer Portal
