24/7 Support Services
24/7 Support service performance will ensure that the specialists of the service provider are always available to the [Customer] in order to provide services for a [Product].
In principle, the specialists of the IT District can be made available to the [Customer] according to the defined service times.
24/7 Support service performance comprises:
- Knowledge development from the specialists regarding the defined environment [Customer] relating to [Product]
- Quarterly checks for the environment [Customer] relating to [Product]
- Access services via service desk tool
- Telephone hotline and guaranteed availability to the service specialists
- Guaranteed service times relating to the 24×7 or 8×5 Service Level Agreement (SLA)
- Incident management, escalation management
The working time incurred in support service will be covered by an operating service with agreed costs per hour or part thereof.
Additional details will be regulated in a framework contract.
Operating Time and Service Time
Service Level Agreement (SLA) 24×7 and 8×5 will provide two service levels. Service times for service requests will be valid for both variants.
24/7 Support Service times
24/7 Support Service time regarding major incidents
| Major incident service times | 24×7: MON-SUN 00:00-24:00 |
| Time to react (TTR) | 1h |
| Time to intervene (TTI) | 2h |
| Time to arrive on site (TTA) | 4h |
| Time to escalate (TTE) | 8h |
24/7 Support Service times Next Business Day (NBD) regarding minor incidents
| Minor incident service times | 8×5 NBD: MON-FRI 09:00-17:00 |
| Time to react (TTR) | 4h |
| Time to intervene (TTI) | 8h |
| Time to escalate (TTE) | 72h |
8/5 Support Service times
8/5 Support Service times Next Business Day (NBD) regarding major incidents
| Major incident service times | 8×5 NBD: MON-FRI 09:00-17:00 |
| Time to react (TTR) | 1h |
| Time to intervene (TTI) | 2h |
| Time to arrive on site (TTA) | 8h |
| Time to escalate (TTE) | 16h |
8/5 Service times Next Business Day (NBD) regarding minor incidents
| Minor incident service times | 8×5 NBD: MON-FRI 09:00-17:00 |
| Time to react (TTR) | 4h |
| Time to intervene (TTI) | 8h |
| Time to escalate (TTE) | 72h |
Support Service requests
The service times relating to service requests, enquiries, information or additional developments which require several hours of work and may possibly result in the creation of a separate project. Subsequent projects and their commencement will be determined by the service provider together with the [Customer] for every respective enquiry.
| Service request | 8×5 NBD: MON-FRI 09:00-17:00 |
| o Time to react / answer | 8h NBD |
| o Time to intervene, project begin | As per agreement |
| o Escalation time to vendor | As per agreement |
Operating times
Monday – Friday 09:00-17:00 (9 a.m.-5 p.m.) with exception for Bank Holidays and Sundays.
Messages and notifications with guaranteed service times will only accepted by telephone via a 24×7 SLA hotline outside of operating hours.
Depending on the service level and priority, malfunctions, enquiries or requests will only be processed during operating times (business hours) and the service will pause (suspend time) outside operating times (non business hours).
