The three service levels compared
| Basic | Business | 24/7 Critical | |
|---|---|---|---|
| Service hours | Mon to Fri, 8:00 to 17:00 | Mon to Fri, 7:00 to 20:00 | P1 around the clock |
| P1 response | 4 h | 1 h | on request |
| P2 response | next working day | 4 h | 4 h |
| Patching | monthly window | fortnightly, critical within 72 h | as Business, plus emergency changes 24/7 |
| Report | quarterly | monthly | monthly, with incident reviews |
| Included hours | 4 h per month | 8 h per month | 8 h per month |
| Prerequisite | none | none | Legacy Check, runbooks and our monitoring |
| Price | from EUR 790 per month | from EUR 1,690 per month | from EUR 3,900 per month |
Response means an engineer is working on your incident. The hours count only within service hours.
P1: an engineer is working on itrunning
The service level covers the layers we agree on before the contract starts: application, runtime and build, data, operating system and host network. Which of them apply to you we settle in the Legacy Check. How we work describes how we handle patches, incidents and changes.
Priority by impact and urgency
Every incident gets a priority from P1 to P4. We look at how many users or processes are affected (impact) and how fast damage occurs (urgency). The priority decides which response time applies.
Move the mouse over a cell or tap it. Below it says what the priority means and how fast we respond.
- P1: Production is down, or data or security is at risk.
- P2: A major function is degraded.
- P3: A limitation for which a workaround exists.
- P4: A request or a minor defect.
The response times in the table apply to P1 and P2. We set the priority as soon as we log the incident. If the situation changes, we adjust it.
What response means
Within the response time an engineer starts working on your incident. That does not mean it is fixed yet. How long the fix takes depends on the cause.
Hours only count within service hours. For example, if a P1 report on Basic arrives at 16:30, 30 minutes run that day and the rest from 8:00 on the next working day. With the response you get a first status update from us, and we keep you posted until the fix is confirmed.
What a service level does not cover
What we do not do: Windows Server, firewall appliances, LAN and wireless networks, workplace IT, .NET Framework, desktop software, and Oracle or MS SQL databases. No response times apply to these systems, even when they are connected to your application.
Upgrades to a new major version of a runtime or operating system, migrations and new features are projects of their own. We plan them separately, as modernisation or software development. If something new comes up later within the agreed scope, we add it as an extension.
Only a few places for 24/7 Critical
We offer 24/7 Critical for a few systems only. At night or at the weekend we can only fix a P1 if the runbooks are ready and the monitoring runs on our side. That is why we need:
- a completed Legacy Check,
- runbooks for your system,
- our monitoring.
Ask us whether a place is available and which response time we can commit to.
Contract basics
- The service level starts after the takeover, once access, runbooks and monitoring are in place.
- You pay a fixed monthly amount. The table shows the starting price of each service level. We tell you the price for your system after the Legacy Check.
- The amount includes the hours in the table: patches, incidents, small changes and the report. Anything beyond that we bill at EUR 148 per hour. Unused hours expire at the end of the month.
- Once a year we adjust the amount to the consumer price index.
- The contract runs for at least twelve months. After that you can cancel with three months’ notice.
- The contract also says whether there are credits for a missed response time, and how much they are.
- You get the report quarterly on Basic and monthly on Business and 24/7 Critical. You can use it as evidence for your own duties under NISG 2026.
General conditions are in our terms.
Frequently asked questions
What happens with an incident outside service hours?
On Basic and Business the response time only starts with the next service hours. If you need a P1 response around the clock, we recommend 24/7 Critical.
Who sets the priority?
We do, when we log the incident, based on impact and urgency. If you see it differently, tell us.
How often do you patch?
On Basic in a monthly window, on Business every 14 days. On Business we apply critical patches within 72 hours. How we plan and verify patches is under how we work.
Where does working together start?
We recommend the Legacy Check. Afterwards we both know what needs looking after and which service level fits.