Service Description – IT Support & Managed Services

The contractor provides the client with remote-support-based IT support services for the agreed systems (“supported systems”). Supported systems are servers, workstations, network components, cloud services and applications that are documented jointly during the onboarding process.

Systems without onboarding documentation are not covered by this service description.

Response time is the period from the incident report to the first qualified response by a technician – not to the resolution.

Resolution time is the period until the function is restored or until a working workaround is provided.

Prioritisation (agreed jointly in the ticket)

• P1 – Critical: production standstill, outage affecting several users or systems, risk of data loss
• P2 – Significant: a key function is impaired, a workaround is possible
• P3 – Low: a single workstation or a single function, no standstill in the workflow

Bronze (€199 per month) – “Solid foundation”

• Acceptance and handling of incident reports by email and via the support portal during service hours
• Remote diagnosis and troubleshooting via secure, encrypted remote support
• System monitoring during service hours (availability of the supported systems, alerting on incidents)
• Operating system updates and patches for the supported systems during service hours, after approval
• Monthly short report (tickets, condition of the systems)
• Up to 5 supported systems; each additional system on a time-and-materials basis

Silver (€499 per month) – “Popular standard”

Everything in Bronze, plus:

• Extended service hours (12×5)
• 24/7 monitoring with automatic recording. Incidents outside service hours are handled at the next service hours; the client is alerted by email around the clock.
• Proactive maintenance: scheduled maintenance windows, monitoring of capacity and age (storage media, memory, backup status)
• Backup monitoring: checking whether the backups of the supported systems run; restoration by arrangement
• Quarterly system report with recommendations
• Up to 15 supported systems

Gold (€999 per month) – “Worry-free 24/7”

Everything in Silver, plus:

• 24/7 incident intake and handling, 365 days a year
• 15-minute response to P1 incidents, around the clock
• Proactive monitoring with active intervention outside service hours (restarting services, automatic load relief)
• A named technical account manager as a dedicated point of contact
• Monthly management reports with trend analyses and optimisation suggestions
• Twice-yearly scheduled maintenance or health check on site or remotely, by arrangement
• Up to 50 supported systems, a dedicated escalation path via the telephone hotline

The same in all packages

Advice on and procurement of software and licences through our shop – at the prices stated there.

• Provision of access credentials and VPN for remote support
• up-to-date backups
• Availability of a contact person for P1 incidents
• Timely information about planned changes to the IT landscape

Billable separately on a time-and-materials basis, or excluded:

• Procurement and replacement of hardware and on-site visits, unless agreed separately in the contract
• Incidents caused by force majeure, power or internet outages on the client side and defects in third-party software
• Development work and custom software modifications
• Restoration of data from backups that are not monitored by the contractor
• Fault resolution that goes back to improper intervention by third parties or by the client’s own staff

The contractor uses encrypted remote access: end-to-end encryption, session-specific credentials and logging of every session. Access takes place exclusively as part of incident handling and maintenance.

Availability refers to the support and monitoring services provided by the contractor and to the supported systems during the respective service and monitoring hours.

Scheduled maintenance windows do not count as downtime. They are announced at least 48 hours in advance and placed outside core hours.

If the measured availability falls below the target value, the client receives a credit in the following month of 5% of the monthly fee for each commenced 0.1 percentage point of shortfall. The credit is capped at the amount of the monthly fee.