Following on from the Service Level Agreements (SLA) at the next level Coresio offers a number of Customer Service Agreements (CSAs)
All Customer Resources (Virtual Machines and Operating Systems) are covered by our standard Customer Support Agreement (CSA). Enhanced CSAs are also available offering priority support (moving issues more quickly through the support queue) and offering regular support during public holidays and weekends through extended business hours.
For business critical customer resources and applications we recommend upgrading to an enhanced CSA for the peace of mind that issues are acted upon and dealt with as fast as possible maintaining your business critical infrastructure up and running smoothly.
| Standard | Bronze | Silver | Gold | Platinum | |
| 24x7x365 Port Monitoring and Real Time Alert Management |
- | Yes | Yes | Yes | Yes |
| 24x7x365 Application Monitoring and Real Time Alert Management | - | - | - | Yes | Yes |
| Customer Support (Ticketing system) |
Yes | Yes | Yes | Yes | Yes |
| Customer Support (Email/Telephone/Chat) | - | - | Yes | Yes | Yes |
| Self-Managed On-Demand Service Portal | Yes | Yes | Yes | Yes | Yes |
| Monthly Support Report | - | - | - | Yes | Yes |
| Business Hours working days |
09:00 17:00 |
09:00 18:00 |
09:00 19:00 |
08:00 20:00 |
07:00 22:00 |
| Business Hours weekends & public holidays |
- | - | - | 09:00 17:00 |
07:00 22:00 |
| Standard Response Time Target | Best Effort | Next Business Day |
8 Business Hours | 4 Business Hours | 1 Business Hour |
When (business hours) support hours are required the following table indicates which customer support agreement is most economical.
| Business Hours | Hourly support costs | Economical tipping point (monthly support costs) | |
| Standard | Basic | €€€ | 0-2 |
| Bronze | Normal | €€ | 2-3 |
| Silver | Good | €€ | 2-3 |
| Gold | Very Good | € | 4 and more |
| Platinum | Excellent | € | 4 and more |