Five service levels for different operating requirements
Essential, Business and Priority apply during defined service windows. Production and Critical add round-the-clock response to P1 incidents. Business and higher levels include a monthly operations allowance for planned technical work.
Business, Priority, Production and Critical include the first covered workload in a customer environment. Further covered workloads cost €29.90, €49.90, €69.90 and €99.90 per month respectively.
The flexible operations allowance applies to planned work during regular service hours and expires at month end. Operations, monitoring, backups, maintenance and updates within the agreed scope do not reduce it. Additional and incident work costs €120 net per hour in 6-minute increments during regular service hours and €240 net per started hour outside them.