SLA & Premium Support
Clear service commitments and support options tailored to your needs.
Our Service Level Agreements (SLA)
| Priority | Description | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Critical | Service completely unavailable, migration blocked | 4h | 2h | 1h |
| High | Major functionality impacted, workaround available | 8h | 4h | 2h |
| Normal | Limited issue, moderate impact on migration | 24h | 8h | 4h |
| Low | General question, information request | 48h | 24h | 8h |
* Times shown are first response times in business hours (9am-6pm CET, Mon-Fri)
Our Support Plans
Standard
Included with every license
- Ticket support
- Knowledge base access
- Standard hours (9am-6pm CET)
- Phone support
- Dedicated engineer
Included
Recommended
Premium
For critical projects
- All Standard support
- Reduced response times
- Phone support
- Priority tickets
- Dedicated engineer
Enterprise
Custom support
- All Premium support
- Dedicated migration engineer
- 24/7 support available
- Consulting sessions included
- Custom SLAs
Additional Services
Consulting Sessions
Benefit from consulting sessions with our migration experts to plan and optimize your project.
- - Source environment audit
- - Migration planning
- - Performance optimization
- - Team training
Managed Migration
Entrust your entire migration to our team of experts for a turnkey project.
- - Dedicated project management
- - 24/7 execution and monitoring
- - Reporting and documentation
- - Post-migration support
Need support tailored to your project?
Contact our sales team to discuss your specific needs and get a personalized offer.
Contact our sales team