| SLA Package | Basic | Standard | Premium | Dedicated |
|---|---|---|---|---|
| Included support hours | ❌ | 5h (L1), extra charge for L2, L3 | 10h (L1 + L2), extra charge for L3 | 20h (L1 + L2 + L3) |
| Out-of-hours support | ❌ | ✅ (T1 only) | ✅ (T2 only) | ✅ (T1, T2) |
| Proactive system monitoring | ❌ | ✅ | ✅ | ✅ |
| Dedicated Account Manager | ❌ | ❌ | ❌ | ✅ |
| On-site support | ❌ | ❌ | ❌ | ✅ |
| Discount on development hours | ❌ | ❌ | 10% | 20% |
✅ If, after analysis, a reported critical incident is found to be incorrect or unfounded, the customer will be charged technical support costs at the current hourly rate for the appropriate level (L1, L2 or L3).
✅ On-site support is available only for customers with the Dedicated SLA package, by prior arrangement. For on-site interventions outside Belgrade, the customer 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 unavailability, data loss | 4h (9am-5pm business days), ticket | 2h (7am-7pm), phone, ticket, | 1h (7am-10pm), phone, ticket, | 1h (24/7, phone support, ticket, chat) |
| Severity T2 - Significant business impact | Performance degradation, key functions unavailable | 24h, ticket | 4h (9am-5pm business days), ticket | 2h (7am-10pm), ticket | 2h (7am-10pm, phone support, ticket, chat) |
| Severity T3 - Minor issues | Partially limited functionality, possible workarounds | 5 days, ticket | 24h (9am-5pm business days) | 12h (7am-7pm business days), ticket | 4h (7am-7pm, ticket, chat) |
| Severity T4 - Query or advice | Questions about functionality, documentation | As available, ticket | 2 days (9am-5pm business days) | 1 day (9am-5pm business days), ticket | 12h (9am-5pm business days, ticket, chat) |
✅ Phone support is available only in the Dedicated package and in case of critical incidents at the initiative of B2BEE support
