This article provides a clear overview of what is included in each level—and what differentiates them.
SLA 1
Best suited for customers with low requirements for response time and follow-up.
Included:
- Basic support
- Access to support via:
- Email and support form
- Phone (Monday–Friday, 09:00–15:00)
- Issues handled within a reasonable timeframe
Key characteristics:
- No guaranteed response times
- No prioritization of issues
- No uptime guarantee
- No compensation scheme
- Suitable for non-critical use
SLA 2
Best suited for customers who need predictable response times and structured support.
Included:
- Everything in Level 1
- Defined response times based on priority
- Structured issue handling with prioritization levels
- Access to phone support (Monday–Friday, 09:00–15:00)
Response times:
- Priority 1 (Critical):
- Response within 2 hours
- Immediate initiation
- Priority 2 (High):
- Response within 4 hours
- Priority 3 (Normal):
- Response within 8 hours
Key characteristics:
- Predictable response times
- Prioritization based on severity
- No guaranteed uptime
- No compensation scheme
SLA 3
Best suited for customers with business-critical needs and high availability requirements.
Included:
- Everything in Level 2
- Faster response times
- Guaranteed uptime (minimum 99.7%)
- Compensation in case of SLA breaches
- Close follow-up on critical incidents
Response times:
- Priority 1 (Critical):
- Response within 30 minutes
- Immediate initiation and continuous work until resolved
- Priority 2 (High):
- Response within 60 minutes
- Priority 3 (Normal):
- Response within 8 hours
Additional benefits:
- Uptime guarantee measured monthly
- Compensation if availability falls below agreed levels
- Advance notice for planned maintenance (minimum 5 days)
Key characteristics:
- Highest priority and fastest response
- Guaranteed availability
- Financial compensation for SLA deviations
- Ideal for business-critical systems
You will find the different plans in detail in the link below - aritma.com/legal