Essential, Business, Priority, Production and Critical define service windows, response times and escalation paths. Production and Critical include round-the-clock response to P1 incidents.
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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.
For less time-critical systems, staging and internal applications.
included
in the base operations price
For production systems without contractual night and weekend on-call coverage.
+€99.90
per customer environment / month
For business-critical systems requiring a fast response during the service window.
+€249.90
per customer environment / month
24/7 P1 on-call coverage for business-critical production environments.
+€399.90
per customer environment / month
Available after audit, runbook and capacity approval.
+€699.90
per customer environment / month
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.
Monitoring detects incidents, the service level governs response and the system architecture determines availability and recovery.
Automated checks run continuously in every service level and trigger alerts for defined conditions.
The service level defines when WZ-IT begins handling an incident. Essential, Business and Priority apply within their service windows; outside them the commitment applies only to P1 incidents in Production and Critical.
Hosted workloads carry a standard availability of 99.9 % per month. High availability, redundancy, recovery objectives and disaster recovery are distinct from this: they depend on the system architecture and are contracted separately.
Classification is based on impact, the availability of a workaround and the need for immediate action.
Only alert rules explicitly marked as SLA-relevant in the service schedule start the SLA clock. Multiple alerts with the same technical root cause count as one incident.
Customer reports start the SLA clock only in the agreed ticket system. Production and Critical additionally require a tested, technically independent fallback route.
For Essential, Business and Priority, the clock pauses outside the applicable service window. P1 in Production and Critical runs continuously in calendar time.
A qualified response consists of technical intake, prioritisation and an initial professional assessment, including definition of the next steps. Further incident work is billed separately.
Critical includes an active callback to the registered contact chain within the response time. A permanently staffed inbound emergency hotline is not part of the service level.
Production and Critical are activated after access, monitoring, alert profiles and escalation paths have been verified.
Critical is capacity-limited and requires completed technical acceptance.
Monitoring, management of existing servers, and hosting of new applications differ in scope, responsibility, and price.
Monitoring Only
We operate the monitoring platform, maintain checks and thresholds, and route alerts to your team. Your team handles the response.
Existing infrastructure
Your servers remain in your provider account or data center. We take over the agreed operations, including monitoring with response.
New application
A dedicated compute instance with one managed standard application, backups, updates, monitoring, and the Essential service level.
For historically grown or incompletely documented environments, the fixed-price server audit (€290 excl. VAT one-time) is available to prepare the operational takeover.
Enquiry
The selection is based on criticality, dependencies, operating hours and technical requirements.
Terms for response time, availability, reporting channels and incident budgets.
Response time defines when a qualified engineer performs technical intake, prioritisation and an initial professional assessment. Further incident analysis and remediation are billed separately. A fixed restoration time is provided only under a separate agreement.
Yes. Automated monitoring runs continuously. Guaranteed human response at night, on weekends and public holidays is included only for P1 incidents in Production and Critical.
The service levels themselves govern response, not availability. Workloads hosted by us carry a standard availability of 99.9 % per month. High availability, redundancy, recovery objectives and disaster recovery are distinct from this - they depend on the chosen architecture and are designed and contracted separately. For maintenance contracts on your own infrastructure we commit to no availability, because we do not determine the architecture there.
The binding customer channel is the ticket system named in the service schedule. Only if it is unavailable does the pre-tested independent fallback route apply for Production and Critical. Email, messengers and ad-hoc phone calls do not start the SLA clock.
Production has up to two and Critical up to four billable handling hours per P1 incident pre-approved by default. Further chargeable work then requires approval. Until approval, only agreed reversible stabilization or measures necessary to prevent acute material harm are performed.
Business and higher levels include a monthly flexible operations allowance for planned technical work during regular service hours, such as consulting, configuration, minor integrations or migration assistance. It expires at month end. Incident analysis and remediation and all work outside regular service hours are excluded and billed separately.
Yes, following an audit and successful readiness acceptance. We review monitoring, access, backups, dependencies, escalation paths and, for Critical, the P1 runbook.
Customer feedback on monitoring, updates, maintenance, support and stable production systems.
“WZ-IT moved our studio infrastructure from decentralised individual devices to a central platform: every site is securely connected via VPN, new devices are onboarded automatically and an entire site is provisioned from a template, without manual steps on location. What impressed me most is the breadth and depth of their knowledge: Timo and Robin are not a typical IT provider who sets up a server and leaves. The two of them think their way into highly complex infrastructure and software topics, work through every requirement we put in front of them, and build networking, provisioning and operations so that everything fits together in the end. WZ-IT is an excellent partner for complex software, network and architecture projects.”
Steve Kirchner
Managing Director, nextGYM GmbH
“Professional, honest and technically thoroughly sound: WZ-IT set up our Proxmox and backup infrastructure securely and future-proof. The consulting from Timo and Robin was objective and needs-driven, the implementation smooth and the final documentation exemplary. You can tell immediately that business-critical infrastructure is thought through holistically from the outset here and implemented with clear ownership.”
Pascal Block
Project Manager, Stadtwerke Brühl GmbH
Stadtwerke Brühl - municipal energy and infrastructure utility.
“WZ-IT provided very competent support in implementing our server and virtualization infrastructure. As part of the project, a Proxmox-based virtualization environment was set up along with a virtual machine for our application systems. Additionally, a structured backup concept was implemented. A particular focus was on security: the setup of a VPN tunnel and the clean implementation of encryption and access concepts were professionally executed. The structured consulting as well as the reliable and swift implementation deserve special mention. We are very satisfied with the services provided and are happy to recommend WZ-IT.”
John Hellmerichs
Managing Director, AInergy GmbH
AInergy - consultancy for energy and facility management.
“WZ-IT manages our Proxmox cluster reliably and professionally. The team handles continuous monitoring and regular updates for us and responds very quickly to any issues or inquiries. They also configure new nodes, systems, and applications that we need to add to our cluster. With WZ-IT's proactive support, our cluster and the business-critical applications running on it remain stable, and high availability is consistently ensured. We value the professional collaboration and the noticeable relief it brings to our daily operations.”
Pascal Hakkers
Aphy AG
Aphy AG - AI platform for hotel back-office.
“Communication with WZ-IT was open, friendly and professional from the very beginning. Mr. Wevelsiep and Mr. Zins responded to every one of our questions patiently, promptly and respectfully, and contributed their own suggestions and good ideas on how to modernize our server infrastructure and adapt it even better to our needs. Throughout, WZ-IT consistently kept our need for data sovereignty and GDPR compliance in mind. Even short-notice adjustments and change requests from our side were implemented quickly and patiently and integrated consistently into the overall concept. From planning to the final handover, every step was documented transparently and comprehensively - so if a provider change should ever become necessary, the documentation would let us onboard a successor into our infrastructure very quickly. We are extremely satisfied with WZ-IT and hope to continue working together for a long time.”
Christoph Mußmann
Project Officer, DGHO e.V.
DGHO - German Society for Hematology and Medical Oncology.
“I got to know Timo and Robin as dedicated and professional partners who make a lot of things possible for their clients that initially seem impossible. I felt very well advised. The services offered have thoroughly convinced me. (translated)”
Andrea Pawlowski
Communications Manager, Golem.de
Golem.de - leading German IT news outlet.
“While looking for a partner to integrate a local AI solution, we came across Timo and Robin - and could not have made a better decision. They quickly understood our requirements and solved technical challenges competently and pragmatically. We were particularly impressed by the straightforward collaboration, their high level of expertise and the speed of implementation. We are delighted to have Timo and Robin at our side as reliable business partners and look forward to our next projects together. (translated)”
Henrik Jeche
Head of IT Administration
ml&s - full-service provider for the electronics industry.
“With Timo and Robin, you're not only on the safe side technically - you also get the best human support! Whether it's quick help in everyday life or complex IT solutions: the guys from WZ-IT think along with you, act quickly and speak a language you understand. The collaboration is uncomplicated, reliable and always on an equal footing. That makes IT fun - and above all: it works! Big thank you to the team! (translated)”
Sonja Aßer
Data Manager, ARGE
ARGE Neue Medien - master data & digital standards for plumbing and building technology.
“I recently worked with Timo and the WZ-IT team, and honestly, it turned out to be one of the best tech decisions I have made for my business. Right from the start, Timo took the time to walk me through every step in a simple and calm way. No matter how many questions I had, he never rushed me. The results speak for themselves. With WZ-IT, we reduced our monthly expenses from $1,300 down to $250. This was a huge win for us.”
Aleksandr Shuliko
CTO, EVA Real Estate
EVA Real Estate - leading real-estate agency in Dubai.
“We have had very good experiences with Mr. Wevelsiep and WZ-IT. The consultation was professional, clearly understandable, and at fair prices. The team not only implemented our requirements but also thought along and proactively. Instead of just processing individual tasks, they provided us with well-founded explanations that strengthened our own understanding. WZ-IT took a lot of pressure off us with their structured approach - that was exactly what we needed and is the reason why we keep coming back. (translated)”
Matthias Zimmermann
Managing Director, Annota GmbH
Annota - healthtech startup with an AI documentation assistant.
“Timo and Robin from WZ-IT set up a RocketChat server for us - and I couldn't be more satisfied! From the initial consultation to the final implementation, everything was absolutely professional, efficient, and to my complete satisfaction. I particularly appreciate the clear communication, transparent pricing, and the comprehensive expertise that both bring to the table. Even after the setup, they take care of the maintenance, which frees up my time enormously and allows me to focus on other important areas of my business - with the good feeling that our IT is in the best hands. I can recommend WZ-IT without reservation and look forward to continuing our collaboration! (translated)”
Sebastian Maier
Managing Director, Yonju GmbH
Yonju - business coaching and AI products.
“Counting on WZ-IT team was crucial, their expertise and solutions gave us the pace to deploy in production our services, even suggesting and performing improvements over our configuration and setup. We expect to keep counting on them for continuous maintenance of our services and implementation of new solutions.”
Gabriel Sanz Señor
Managing Director, Odiseo Solutions
Odiseo Solutions - software engineering for the space industry.
No risk: worst case, you leave with a clearer understanding of your project than before.
“WZ-IT's advice on our Azure migration was technically sound and completely non-binding right from the intro call - we took away a great deal.”
Whether a specific IT challenge or just an idea - we look forward to the exchange. In a brief conversation, we'll evaluate together if and how your project fits with WZ-IT.
Companies worldwide trust WZ-IT
