What is the difference between response time and resolution time?

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.

Is 24/7 monitoring included in every service level?

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.

Do the service levels guarantee a specific uptime?

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.

How is an incident reported?

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.

What happens when the incident budget is exhausted?

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.

What can the monthly flexible operations allowance be used for?

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.

Can an existing system receive Production or Critical coverage?

Yes, following an audit and successful readiness acceptance. We review monitoring, access, backups, dependencies, escalation paths and, for Critical, the P1 runbook.

Server SLA and response times: five service levels

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.

Essential · Business · Priority
Production · Critical: P1 around the clock

Configure service level View service models

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Service components

Monitoring, response and availability

Monitoring detects incidents, the service level governs response and the system architecture determines availability and recovery.

24/7 monitoring
Automated checks run continuously in every service level and trigger alerts for defined conditions.
Human response
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.
Availability and recovery
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.

Service levels

Five service levels for different operating requirements

Response target = initial technical response to critical incidents (P1) · Price and flexible operations allowance per customer environment and month

Essential
Next business dayby end of dayInitial technical response to critical incidents (P1) by the end of the next business day
includedin the base operations price
no allowance
For less time-critical systems, staging and internal applications.
Business
Popular
4 hwithin service hoursInitial technical response to critical incidents (P1) within 4 service hours
+€99.90
0.5 h allowance
For production systems without contractual night and weekend on-call coverage.
Priority
1 hwithin service hoursInitial technical response to critical incidents (P1) within 1 service hour
+€199.90
1 h allowance
For business-critical systems requiring a fast response during the service window.
Production
60 minnights and weekends includedInitial technical response to critical incidents (P1) within 60 minutes, 24/7
+€349.90
1 h allowance
24/7 P1 on-call coverage for business-critical production environments.
Critical
after audit
30 minnights and weekends includedInitial technical response to critical incidents (P1) within 30 minutes, 24/7
+€549.90
2 h allowance
Available after audit, runbook and capacity approval.

Business, Priority, Production and Critical include the first covered workload in a customer environment. Further covered workloads cost €29.90, €39.90, €49.90 and €59.90 per month respectively. For monitoring-only servers, we notify within the level's window for €14.90, €19.90, €24.90 and €29.90 per server and month respectively; without a service level, during service hours.

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 during regular service hours and €240 net per hour outside them. All prices are net and exclude statutory VAT. The offers are addressed to businesses.

For Kubernetes clusters, each worker node counts as one server: the tier includes the first node, each additional node costs the tier surcharge. The control plane does not count.

Managed Kubernetes →

P1 priority

Criteria for P1 incidents

Classification is based on impact, the availability of a workaround and the need for immediate action.

P1 incident

Complete outage or severe impairment of a covered production service without a practical workaround
Confirmed or highly probable active security compromise with concrete indicators
Immediate action required to prevent further material harm

Boundary

Not automatically P1

A general CVE notice without proven specific exposure
Individual failed logins, warnings or unconfirmed measurements
Capacity notices, feature requests, planned changes and incidents with a practical workaround

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.

SLA time

Incident channel and response-time calculation

01
Ticket system as the binding incident channel
Customer reports start the SLA clock only in the agreed ticket system. Production and Critical additionally require a tested, technically independent fallback route.
02
Calculation within service windows
For Essential, Business and Priority, the clock pauses outside the applicable service window. P1 in Production and Critical runs continuously in calendar time.
03
Qualified response
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.
04
No emergency hotline
A permanently staffed inbound emergency hotline is not part of the service levels. P1 reports use the agreed reporting channel.

Technical requirements

Acceptance for Production and Critical

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.

01
Document the customer environment and covered workloads
02
Test monitoring, SLA alert profiles and alert delivery
03
Verify the ticket system, independent fallback route and administrative access
04
Define the P1 contact chain and provider escalation
05
Critical only: approved runbook, permitted immediate actions and capacity approval

Service models

Operating models compared

Monitoring, management of existing servers, and hosting of new applications differ in scope, responsibility, and price.

Monitoring Only

Alerts to your own team

We operate the monitoring platform, maintain checks and thresholds, review alerts and notify your team during service hours or within the window of the booked service level. Your team handles resolution. 24/7 technical monitoring · Maintained check profiles · No incident response by WZ-IT

from €49.90View monitoring Existing infrastructure

Managed Linux servers

Your servers remain in your provider account or data center. We take over the agreed operations, including monitoring with response according to the service level. Patching and baseline hardening · Backup management · Volume pricing from the second server

from €149.90Calculate server operations New application

Managed application hosting

A dedicated compute instance with one managed standard application, backups, updates, monitoring, and the Essential service level. Dedicated starter workload · 5 TB outbound traffic · No WZ-IT per-user billing

from €129.90Configure managed hosting Preparation

Server audit

For historically grown or incompletely documented environments, the server audit (from €290 excl. VAT one-time) is available to prepare the operational takeover.

from €290 excl. VAT one-timeView server audit

Questions about response times and on-call coverage

Terms for response time, availability, reporting channels and incident budgets.

Managed Operations

Relevant next steps

Reviews & projects

Operations that visibly relieve customers

Customer feedback on monitoring, updates, maintenance, support and stable production systems.

Networking & Provisioning

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 KirchnerManaging Director, nextGYM GmbH

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International

Built in Germany's Ruhr Valley. Running worldwide.

WZ-IT designs, develops and operates infrastructure and software for clients in Germany and internationally. We deliver projects remotely and continue supporting them in ongoing operations after go-live.