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:

 

Type of ServiceStandardPremium
Support times (Swedish local time)9am-5pm
Mon-Fri *
24x7x365
Response timesNext business day4 hours
AssistanceRemoteRemote or in place **
Product expert advisory and helpcheck tinycheck tiny
Deployment and maintenancecheck tinycheck tiny
Access to technical documentationcheck tinycheck tiny
Issue trackercheck tinycheck tiny
Feature requestLimitedcheck tiny

* = Swedish non-holidays only.
** = In place assistance is available on PrimeKey’s decision and surcharge.