Basic
Standard
Enhanced
Premium
Opening Hours
Monday to Friday
09:00-17:00 CET.
Monday to Friday options
08:00-18:00 CET
08.00-18:00 IST
08:00-18:00 EST
Monday to Friday options
08:00-22:00 CET
08.00-22:00 IST
08:00-22:00 EST
Monday to Friday
24hrs**
Email support during business hours
Telephone support during bus. hours
OOH Emergency Telephone Support​
Quarterly Review Meetings
Service Achievement Report
Invitation to Eseye User Group
Priority 1
(Critical Incident)
First Response:
8 Business Hours
Next Response:
8 Business Hours
First Response:
2 Business Hours
Next Response:
4 Business Hours
First Response:
1 Hour
Next Response:
2 Business Hours
First Response:
1 Hour
Next Response:
1 Business Hour
Priority 2
(Major Incident)
N/A
First Response:
2 Business Hours
Next Response:
8 Business Hours
First Response:
2 Business Hours
Next Response:
4 Business Hours
First Response:
2 Business Hours
Next Response:
2 Business Hours
Priority 3
(Minor Incident)
N/A
First Response:
4 Business Hours
Next Response:
Weekly
First Response:
4 Business Hours
Next Response:
24 Business Hours
First Response:
4 Business Hours
Next Response:
16 Business Hours
Priority 4
N/A
First Response:
8 Business Hours
Next Response:
Weekly
First Response:
8 Business Hours
Next Response:
Weekly
First Response:
8 Business Hours
Next Response:
Weekly