Service Levels — Guaranteed Availability & Response Times
Three service tiers with defined response times, support channels and availability guarantees. Modularly combinable with compute resources and applications.
Leading companies worldwide trust WZ-IT
Our Service Levels Compared
Choose the level that fits your requirements. Each level can be modularly combined with compute resources and applications.
Standard
Response time for system failures
under 8 hours
Support hours
Mon–Fri 8am–5pm (CEST)
Support channels
Email & Ticket
Professional
Response time for system failures
under 3 hours
Support hours
Mon–Sun 7am–5pm
Support channels
Email & Ticket
Enterprise
Response time for system failures
under 1 hour
Support hours
Mon–Sun 7am–5pm
Support channels
Email & Ticket
* Response times apply to system failures. General inquiries will be answered no later than the next business day.
Included in every service level
24/7 proactive monitoring
OS Updates & Security Patches
Daily Backups (7-day retention)
99.9% Uptime SLA
Incident Response & Escalation
Email & Ticket Support
Additional Modules
Extend your service level with additional modules — individually tailored to your requirements.
24/7 On-Call
Around-the-clock availability for critical incidents.
Custom offer
Phone Support
Direct phone support during business hours.
Custom offer
High Availability
Clustering, automatic failover and geo-redundancy.
Custom offer
Extended Backups
Longer retention, custom schedules, geo-replication.
Custom offer
Security Add-ons
Zero-trust networking, VPN systems, custom security.
Custom offer
Training & Consulting
Admin training and user workshops for your team.
Custom offer
Modular Structure
Service level, compute resources and applications are selectable separately.
Service Level
Standard, Professional or Enterprise — defines response times and support.
Compute
Server resources as needed: from 4 vCPU to dedicated bare-metal servers.
Applications
52+ open-source apps and custom applications — bookable individually.
The levels primarily differ in response time for system failures and support hours. Standard offers response under 8h during business hours (Mon-Fri), Professional under 3h including weekends (Mon-Sun), and Enterprise under 1h also Mon-Sun. All levels include 24/7 monitoring, daily backups and 99.9% uptime SLA.
99.9% availability means a maximum of 43 minutes unplanned downtime per month. Planned maintenance windows (security updates, patches) don't count as downtime. Availability is measured monthly.
In a personal conversation, we define the conditions that fit your company. Contact us for details of your individual SLA contract.
Yes, an upgrade is possible at any time. A downgrade is possible at the end of the current billing period.
No, 24/7 on-call is a separate add-on that can be booked with any service level. Support hours for all levels are defined, but with the add-on we are also available outside these hours for critical incidents.
Phone support during business hours is available as an add-on. Email and ticket are included as standard. Contact us for a custom offer.
Let's Talk About Your Idea
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.
Trusted by leading companies
Timo Wevelsiep & Robin Zins
Managing Directors of WZ-IT