Service Level Agreements
Flexible Support Plans Tailored to Keep Your Business Running Smoothly
To read about our Terms & Conditions, Warranty and Privacy Policy. Please use these quicklinks.
Upgrades, Support And Warranty
All software, network interfaces, X-Link and Softline comes with Basic SLA at 12% price per year invoiced at purchase and renewed annually.
Premium and 24/7 SLA optional.
Corporate SLA’s are available, please contact your LSE representative for more information.
Service / Product |
Basic |
Premium |
24/7 |
|---|---|---|---|
|
Annual Product Training, web based or classes at LSE1 |
• | • | • |
|
Online wiki |
• | • | • |
|
Ticket Support and response time |
Yes, 8 hours2 | Yes, 4 hours2 | Yes, individual |
|
Software Maintenance Releases (dot releases) |
• | • | • |
|
Free Software Upgrades incl new releases |
• | • | |
|
Phone support |
•2 | 24/7 | |
|
1 year hardware warranty |
• | - | - |
|
Unlimited hardware warranty |
- | • | • |
|
Repair Performance Level, workdays turnaround |
<30 days | <5 days | <5 days |
|
Price per year |
12% | 18% | POA |
|
Notes: |
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¹ Two persons in classes free of charge, online training is unlimited |
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2 During Mon-Fri 9am-430pm CET excl bank holidays |