As the name implies, an SLA is an agreement about service levels. An SLA will typically include terms concerning mean time to respond, mean time to repair or mean time to recovery, various data rates, etc.
An SLA only concerns itself with the service and infrastructure, not the ILIAS application. Separate support agreement will be made for ILIAS support.
Wij bieden 4 verschillende types SLA:
This is a free service level that we offer to all our customers who do not have a paid SLA. The service is provided as best offer. Each month, the customer is entitled to 20 minutes of free support. If more support is needed, additional support hours can be purchased in advance.
Terms regarding mean time to respond, mean time to repair, and uptime percentages are specified in the SLA. Each month, the customer is entitled to 30 minutes of free support. If more is needed, hours may be purchased in advances (see also Bronze). Costs €60 /month.
Stricter terms than Silver with an hour of support per month. Costs € 160 / month.
Again stricter terms than Gold with the option for an emergency system with automatisch switch-over. 90 minutes a month of free support. Costs €400/month.
Above prices are per server. If you have a server cluster, SLA will be developed and priced by Future Learning and customer together.
Please contact us for more details.