Service Level Agreements
Choose the right level of service to match your operational demands. Whether you need standard support or 24/7 access with advanced repair times and upgrades, our SLA options help ensure reliability, uptime, and long-term system performance.
SLA plans are optional but strongly recommended to get the most value from your system and ensure smooth support coverage when it’s needed most.
To read about our Terms & Conditions, Warranty and Privacy Policy. Please use these quicklinks.
Our Basic SLA
The Basic SLA is included with all purchases of our software, network interfaces, X-Link, and Softline solutions. Priced at 12% of the purchase cost per year, renewed annually. This is the same level of support you’ve always received, now with a name for easier reference. With the Basic SLA, you’ll have access to standard ticket support, software maintenance updates, and helpful online resources.
Our Premium SLA
The Premium SLA is ideal for customers who want a faster, more responsive level of support. It includes shorter ticket response times, within four business hours and phone support during working hours. You’ll also benefit from access to all software upgrades, including major new releases, and faster repair turnaround times. Annual product training is also included to help your team stay up to speed.
Our 24/7 SLA
Our 24/7 SLA provides the highest level of support for businesses that need immediate, around-the-clock assistance. This includes full access to phone and ticket support at any time, individual response handling, and an unlimited hardware warranty. You’ll also benefit from our fastest repair turnaround and all the features included in the Premium SLA. It’s built for mission-critical environments where downtime isn’t an option.
Choosing an SLA is entirely optional after the first 12 months. All purchases initially include the Basic SLA for one year to ensure a smooth experience and access to essential support. After that, you’re free to continue without any SLA if you prefer.
However, please note that without an SLA, you won’t have access to the extended benefits they provide, such as faster support response times, software upgrades, or extended hardware warranties.
We also offer custom Corporate SLAs for businesses with specific requirements. To explore tailored support options, please contact your LSE representative.
Always Covered
Familiar Support
Faster & 24/7 Help
Premium and 24/7 SLA options offers faster response times, extended hardware warranties & around-the-clock support
Flexible Renewal
Custom Solutions
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 | |
|
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 |