# Services

<table data-full-width="true"><thead><tr><th width="163">Service Class</th><th></th><th width="140">SCM GOLD</th><th>SCM Silver</th><th>SCM Bronze / Standard</th><th>Best Effort</th></tr></thead><tbody><tr><td><strong>Environment</strong></td><td>Valid for</td><td><p>Production Environment only</p><p>- to be contracted</p></td><td><p>Production environment only</p><p>- to be contracte<strong>d</strong></p></td><td><p>Production environment only</p><p>- SLA standard</p></td><td>Sandbox workspace, Development, Quality Assurance and other environment only</td></tr><tr><td><strong>Operating Time</strong></td><td></td><td>24/7</td><td>24/7</td><td>24/7</td><td>Not applicable</td></tr><tr><td><strong>Service Time</strong></td><td><p>except public German</p><p>holidays</p></td><td><p>Mo-Fr</p><p>07:00 AM - 18:00 (CET) (11*5)</p></td><td><p>Mo-Fr</p><p>08:00 AM - 17:00 (CET) (9*5)</p></td><td><p>Mo-Fr</p><p>09:00 AM - 17:00 PM (CET)</p><p>(8*5)</p></td><td>Not applicable</td></tr><tr><td><strong>Contact to support</strong></td><td>via ticket system</td><td>❌</td><td>❌</td><td>❌</td><td>❌</td></tr><tr><td><strong>OnCall Duty</strong></td><td></td><td>Yes</td><td>none</td><td>none</td><td>none</td></tr><tr><td><strong>Maintenance Windows</strong></td><td><p>4 times a year; </p><p>-Last Friday of March </p><p>-Last Friday of June</p><p>-Last Friday of September </p><p>-Last Friday before 24.12. Each from 8:00 until 18:00</p></td><td>❌</td><td>❌</td><td>❌</td><td>❌</td></tr></tbody></table>


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