Support levels
Here you can find the details of the various support levels. Depending on the package you have purchased, you will enjoy a certain support level. This specifies what you can and can not expect of our services.
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| working days 9-18h: | working days 9-18h: | working days 9-18h: | custom support | debug code customer |
| zonal number | zonal number | toll free number | SLA to measure | migration PHP site |
| account and billing problems | account and billing problems | account and billing problems | urgent reactivation | |
| account instellingen | account instellingen | account instellingen | reinstall backup | |
| problems services | problems services | problems services | support through teamviewer | |
| malfunction reports | malfunction reports | malfunction reports 24/7 | other | |
| response time: 3 working days | response time: 1 working day | support critical problem 24/7 | ||
| escalation problem 24/7 | ||||
| SLA 99,8% |
- Working days from 9am to 18pm
- Paying number
- Account and Billing problems from 9am to 18pm
- Accountsettings from 9am to 18pm
- Problems with the services from 9am to 18pm
- Malfunction reports from 9am to 18pm
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Working days from 9am to 18pm
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Paying Number from 9am to 18pm
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Account and Billingproblems from 9am to1 8pm
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Accountsettings from 9am to 18pm
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Problems with the services from 9am to 18pm
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Malfunction reports from 9am to 18pm
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Working days from 9am to 18pm
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Tollfree Number
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SLA 99,8%
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Account and Billing problems from 9am to 18pm
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Accountsettings from 9am to 18pm
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Problems with the services from 9am to 18pm
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Support critical problems 24/7
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Malfunction reports 24/7
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Escalation problems with services and malfunctions 24/7
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Support levels and SLA made to measure.
- Debugging of programming code customer: €50 per hour started
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Migration of php website from other firm to Stone + functional test(1 sites + 2 databases): €50 excl. VAT
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Migration of a database: €25 per mysql/MSSQL database excl. VAT .
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Urgent reactivation website because of non-payment: €50 excl. VAT on top of quarantine costs.
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Reinstalment backup site/e-mail/file because of error or oversight of customer: €50 excl. VAT .
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Escalation urgent problems outside of office hours: €25 per incident, €50 per hour.
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Login via teamviewer for setting up e-mail accounts: €25 excl. VAT .
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Other: €50 / hour
