Advanced support
Advanced Support includes all activities, performed by the Combell collaborators at the Customer's request, which are not included in Basic Support and System Support. Depending on the chosen SLA Package, several hours of System Support are included. Whenever these hours are exceeded, the Advanced Support rates apply.
Advanced Support concerns the following support requests (among others):
- Installing or configuring new software or modules
- Hardware upgrades
- Development of all sorts of scripts (e.g. monitoring scripts)
- Carrying out of migrations
- Research and resolution of problems that were not caused by the offered infrastructure
- ...
Payment is always required for Advanced Support, regardless of the Customer's chosen Service Level Package. Hourly rate (see contract):
- Prevailing rate on working days (9 AM - 10 PM) 100%
- Prevailing rate on working days (10 PM - 9 AM) 200%
- Prevailing rate on Saturdays, Sundays and holidays 200%
Advanced Support is always provided according to the Reasonable Effort principle and the availability of the designated engineers. In other words, there is no guarantee as to the reaction, recovery and execution times. These operations must always be planned beforehand.
