SLA

Enterprise Support — Service Level Agreements

Our Enterprise Support offers three Service Level Agreements — Standard, Advanced and Premium. For details on support times, response times, assistance etc. see the table below.

Support pricing will depend on the following variables:

  • Service Level Agreement (best suitable to your needs).
  • Deployment size (defined by the number of users and installations).
  • Duration of the contract (with multi-year and prepayment options).

 

Service Level Agreement (SLA): Standard Advanced Premium
Support times (Swedish local time) 9am-4pm
Mon-Fri		 9am-4pm
Mon-Fri		 24x7x365
Response times 2 business days 1 business day 4 hours
Assistance Remote Remote Remote or
in place
Training Separate Separate Included
Product expert advisory and help checkmark checkmark checkmark
Implementation assistance checkmark checkmark checkmark
Deployment and maintenance checkmark checkmark checkmark
Access to technical documentation checkmark checkmark checkmark
Issue tracker checkmark checkmark checkmark
Feature request Limited checkmark checkmark

 

Contact

  • To buy professional PKI services contact: sales@primekey.se