Support
Technical Support
Support Plans
Technical Support Packages
| SLA Package | Basic | Standard | Premium | Dedicated |
|---|---|---|---|---|
| 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 (Dedicated only) |
- Detailed SLA terms and pricing are part of your commercial agreement — contact sales@b2bee.net.
Response Times
Critical Incidents and Support Response
| 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 | 1h (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 (T2-T4), the times in the table apply to working days (9-17h). Out-of-hours coverage beyond what is explicitly included in certain SLA packages (e.g., Premium 7-22h for T1 and T2) is arranged as part of your commercial agreement.
- 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:
- Checking basic information and problem status
- Suggestions for additional diagnostic steps
- Identifying the root cause of the problem (if possible immediately)