1. Service Level Agreement
1.1 Operations and technical support: Online support portal, onboarding, email and phone support during Normal Business Hours - 09:00 to 17:00 Central European Time (CET), during each Business Day.
1.2 Optimizers guarantees a minimum uptime warranty of 99.5%.
1.3 The following maintenance windows apply:
1.4 We reserve the right to deviate from the maintenance windows mentioned above in case of:
1.5 Status Monitoring: monitoring the platform and services availability.
1.6 Service Desk response time:
1.7 Prioritization matrix:
1.8 We assume ‘normal’ use of our software and connections within the designed specifications and limits.
1.9 To best help all our customers, we ask you to use the access to our (operational and technical) support services, professional services and resource consumption fairly.
1.10 Please refer to below support procedure: