Service Level Agreements
Our Enterprise and Appliance support offers two Service Level Agreements – Standard 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).
|Type of Service||Standard||Premium|
|Support times (Swedish local time)||9am-5pm|
|Response times||Next business day||4 hours|
|Assistance||Remote||Remote or in place **|
|Product expert advisory and help|
|Deployment and maintenance|
|Access to technical documentation|
* = Swedish non-holidays only.
** = In place assistance is available on PrimeKey’s decision and surcharge.