Service-level agreement is a document which formally defines a service provided by our company. It strictly defines support working hours/response time and provides penalties if support conditions are not met. An example of rate calculation is given in the table below. Depending on the configuration of customer VoIP-system the price can change both ways. The following calculation is given for this network:
| Time window | Response time (*) | ||
|---|---|---|---|
| up to 2 hours | up to 4 hours | up to 6 hours | |
| Office working hours: 10:00-18:00 (5 days per week) | 390 Eur | 360 Eur | 330 Eur |
| Extended support time: 8:00-20:00 (5 days per week) | 450 Eur | 420 Eur | 390 Eur |
| Office working hours: 10:00-18:00 (6 days per week) | 510 Eur | 480 Eur | 450 Eur |
| Extended support time: 8:00-20:00 (6 days per week) | 570 Eur | 540 Eur | 510 Eur |