| SLA Package | Basic | Standard | Premium | Dedicated |
|---|---|---|---|---|
| Included in monthly SaaS subscription | 0€ | 200€ | 360€ | Additional fee by agreement |
| Included technical support hours (monthly) | 1h (all levels) | 5h (all levels) | 12h (all levels) | By agreement |
| Out-of-hours support | ❌ | ✅ (T1 only) | ✅ (T1 only) | By agreement |
| Proactive system monitoring | ❌ | ✅ | ✅ | ✅ |
| Priority analysis of modifications | ❌ | ❌ | ✅ | ✅ |
| Dedicated Account Manager | ❌ | ❌ | ❌ | ✅ |
| Monthly status report / consultations | ❌ | ❌ | ❌ | By agreement |
| On-site support | ❌ | ❌ | ❌ | By agreement |
| Discount on development hours | ❌ | ❌ | 10% | By agreement |
| Price per additional support hour | 50 EUR/h | 50 EUR/h | 50 EUR/h | 50 EUR/h |
✅ The minimum time unit is 30 minutes and will be billed per started hour.
✅ If, after analysis, a reported critical incident is found to be incorrect or unfounded, the user will be charged technical support costs according to the price list. If the total time in that case exceeds the monthly hours from the package, they will be billed according to the current price list.
✅ Time spent on change request analysis is added to the client's already used hours for the given month if the client rejects the change after the offer is sent. If the offer is accepted, the hours spent on analysis are included in the change price.
✅ On-site support is available only for users with a Dedicated SLA package, by prior arrangement. For on-site interventions outside Belgrade, the user will be additionally charged travel expenses (transport, per diem, and accommodation if necessary), in accordance with the current price list.
| Incident Level | Description | Basic SLA | Standard SLA | Premium SLA | Dedicated |
|---|---|---|---|---|---|
| Severity T1 - Critical incident | Total service outage, data loss | 4h (9-17h), ticket | 3h (8-18h), phone, ticket | 3h (7-22h), phone, ticket | Package agreement possible |
| Severity T2 - Significant business impact | Performance degradation, key functions unavailable | 8h (9-17h w.d.), ticket | 6h (9-17h w.d.), ticket | 4h (7-22h w.d.), ticket | Package agreement possible |
| Severity T3 - Minor issues | Partially limited functionality, possible workarounds | 24h (9-17h w.d.), ticket | 12h (9-17h w.d.), ticket | 8h (9-17h w.d.), ticket | Package agreement possible |
| Severity T4 - Inquiry or advice | Questions about functionality, documentation | As available, ticket | 48h (9-17h w.d.), ticket | 24h (9-17h w.d.), ticket | Package agreement possible |
✅ Response times for critical incidents (T1) apply during weekends and holidays as well. For all other incidents, the times from the table apply only to working days (9-17h). If technical support is contacted outside working hours (working days 17-9h, weekends, and holidays) for T2-T4 incidents, the out-of-package support price list applies, regardless of the number of hours included in the SLA package. Exceptions are out-of-hours periods explicitly provided in certain SLA packages (e.g., Premium 7-22h), exclusively for T1 and T2 incidents, according to the conditions in the table.
✅ Phone support is available only in the Dedicated package and in the case of critical incidents at the initiative of B2BEE support.
✅ Working hours in the SLA table are considered as 9-17h, unless otherwise specified.
✅ SLA response time indicates the maximum time for the first reply to a ticket and the start of the initial analysis.
Initial analysis in this context means that the support team performs an initial assessment of the reported problem. This may include, but is not limited to:
Although the user may receive a response within the SLA time, actual problem resolution may require additional steps and more time, depending on its complexity and nature.
| Intervention time | Price per hour | Minimum charge | Billing |
| Working day (9:00 - 17:00) | 50 € | 30 min | Per started 0.5h |
| Outside working hours and weekend (17:00 - 09:00)* | 100 € | 1 hour | Per started hour |
| Public holiday | 150 € | 1 hour | Per started hour |
✅ The period 17:00-09:00 represents a tariff range, not a guarantee of team availability. Availability during this period depends solely on the terms of the contracted SLA package.
