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	❌	❌	❌	❌