Services

Service Class
SCM GOLD
SCM Silver
SCM Bronze / Standard
Best Effort

Environment

Valid for

Production Environment only

- to be contracted

Production environment only

- to be contracted

Production environment only

- SLA standard

Sandbox workspace, Development, Quality Assurance and other environment only

Operating Time

24/7

24/7

24/7

Not applicable

Service Time

except public German

holidays

Mo-Fr

07:00 AM - 18:00 (CET) (11*5)

Mo-Fr

08:00 AM - 17:00 (CET) (9*5)

Mo-Fr

09:00 AM - 17:00 PM (CET)

(8*5)

Not applicable

Contact to support

via ticket system

OnCall Duty

Yes

none

none

none

Maintenance Windows

4 times a year;

-Last Friday of March

-Last Friday of June

-Last Friday of September

-Last Friday before 24.12. Each from 8:00 until 18:00

Last updated

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