Business Days
Monday to Friday, 8am to 4pm Central European Time, with 24×5 weekday coverage in both packages.
Service Level Agreement
Every Sover installation is supported under one SLA, with defined severity levels and initial response times.
- Standard Support included
- Premier Support for round-the-clock coverage
Coverage
- Online ticket creation Included
- Business-day coverage Included
- Email and messenger support Included
- Weekday coverage, 24×5 Included
- Deployment health monitoring, 24×7 Not included
- Mission-critical response: L1 in 60 minutes, L2 in 120 minutes Not included
- Weekend coverage for L1 and L2 escalations Not included
Premier Services
- Direct access to the senior support team Not included
- Development-team priority Not included
- Screen sharing, collaboration calls and health checks Not included
- Installation and deployment advisory Not included
- Account onboarding Not included
- Up to two non-production licenses Not included
Response Times
Severity Levels and Initial Response
Every request is classified by its impact on production. The SLA sets how quickly support responds to each level; resolution then depends on the issue.
| Level | Impact | Premier | Standard |
|---|---|---|---|
| L1 | Urgent: production down, no workaround | 1 hour | 4 hours |
| L2 | High: major production impact | 2 hours | 8 hours |
| L3 | Normal: partial or non-critical loss | 8 hours | 16 hours |
| L4 | Low: questions, requests, non-production | 24 hours | Next business day |
Response times are initial-response commitments, not resolution times. Production means an installation in active use by business users; test and staging environments are not production.
Coverage
When Support Is Available
Weekends, under Premier
L1 and L2 escalations from Friday 4pm to Monday 8am Central European Time.
24×7 Monitoring, under Premier
Deployment health monitoring around the clock, where VPN connectivity to the deployment site is available.
Scope
What Support Covers, and What It Does Not
Support Covers
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Your administrators. Direct communication with the IT administrators who deploy and manage Sover.
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Installation and upgrades. Help with issues during installation and during upgrades.
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Implementation guidance. Guidance on implementation and configuration.
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Troubleshooting. Help identifying and troubleshooting problems, and filing the right bug reports.
Support Does Not Cover
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End users. Support is for administrators. Under partner-led delivery, first-line support for end users is normally the partner’s scope.
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Other languages. Support is delivered in English.
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Development and integrations. Development requests, third-party integrations, installers, images and plug-ins, and remote administration.
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Older releases. Releases other than the latest official release or the previous major build.
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Professional services. System design, hardware and network administration, custom integrations and customization are available separately.
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A Kubernetes cluster you operate. Sover supports its own Private Cloud. Where Sover runs on your own cluster, you support the cluster and the installation is covered by a custom SLA.
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An uptime guarantee. Availability and recovery objectives are designed and agreed for each user-hosted installation.
Questions about the SLA, or Ready for a Proposal?
Contact Sales
Tell us about your installation and the support you need, and we will propose the package that fits.
Is Standard Support included?
Yes. Standard Support is included in the subscription or license, in accordance with the agreement. Premier Support is provided for an additional fee agreed between the parties.
What counts as an L1 issue?
Production down with no workaround. Premier Support carries a one-hour initial response on L1 and two hours on L2; Standard Support carries four and eight hours.
Are response times resolution times?
No. They are initial-response commitments. Resolution then depends on the nature of the issue, your cooperation and the support limitations; target resolution times are not contracted.
Do you support our end users?
No. Support covers the IT administrators who deploy and manage Sover. Under partner-led delivery, first-line local-language support for end users is normally the partner’s scope.
Does the SLA include an uptime guarantee?
No. Sover is user-hosted, so availability depends on how your installation is designed. High availability, backups and recovery objectives are agreed and tested for your installation.