Safetica Support SLA

Business Hours
Standard business hours
Monday – Friday, 8:00 AM – 5:00 PM Central European Time (CET/CEST)

Extended business hours

Monday – Friday, 7:00 AM – 9:00 PM Central European Time (CET/CEST)

Extended hours are not included in Standard Support SLA, these can be agreed on ad-hoc in
specific cases. Please, contact you channel manager.

Standard Support Silver Support Gold Support

Basic support included Reactive direct support Premium proactive

in all Safetica licenses from the vendor support from the
vendor

Knowledge Base ✓ ✓ ✓

E-learning access × Can be purchased ✓ ✓

separately

Direct customer support Via distributor/partner ✓ ✓

Support via telephone Via distributor/partner ✓ Within Standard ✓ Within Standard

hours hours

Support via e-mail Via distributor/partner ✓ Within 8 Standard ✓ Within 4 Extended

business hours business hours

Support via remote access Via distributor/partner ✓ Within 5 Standard ✓ Within 8 Extended
business days business hours

Dedicated contact person × × ✓

Higher priority for bug fixes × × ✓

Customer training by × × ✓
the vendor

Regular prophylaxis of × × ✓
customers environment

Safetica Support SLA

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www.safetica.com | info@safetica.com | +420 511 205 228
Additional conditions
Training of customer by the vendor is done remotely (via remote access and telephone) for
up to two customer’s administrators. This training takes approximately two hours.

In order to provide and guarantee the best possible service, the Gold support is available
only to customers who completed or ordered the Implementation Professional Service

Regular prophylaxis of customers' environment is a regular activity every 3 months from the
validity of the Safetica license. Part of this service is the analysis and evaluation of current
settings of Safetica solution in customer’s environment, designing adjustments of
configuration to provide the highest possible value and satisfaction to the customer in the
context of customers' requirements and product capabilities.

Pricing
For information about pricing, please contact your local partner, or contact us directly.

Safetica Support SLA

3
www.safetica.com | info@safetica.com | +420 511 205 228