Service Level Agreements, Contact Points and Business Hours

Service-Level Agreement (SLA)

There are three SLAs available on different levels. The SLA standard is included in any paid plan.

Details to SLA's, business hours and contacts can be found here: *** LINK ***

Standard SLA:

• Access to a status board: 24/7 including subscription option https://status.deliver.media/
• Self-service Portal: 24/7 at https://support.deliver.media
• Phone Support:
  • Business hours (Fribourg/Switzerland) 09:00 - 12:00 and 13:00-17:00
  • Phone: +41 31 511 32 32
• Intervention times during business hours
  
  • Critical: 2h maximum
  • Other: 3 working days
• Reaction Times:
  • Critical: 1h maximum during business hours, "best effort" outside business hours
  • Other: 1 working day

Contact points:

Phone: +41 31 511 32 32

Email: support@swissmediapartners.ch

Business Hours:

• Weekdays: Monday - Friday
• 09:00 - 12:00 and 13:00-17:00 (CET/Bern Switzerland)
• Public Holidays (State Fribourg/Switzerland) excluded days are: https://www.bj.admin.ch/dam/bj/de/data/publiservice/service/zivilprozessrecht/kant-feiertage.pdf
  
  
  • January 1st and 2nd
  • Good Friday and Easter Monday
  • Ascension Thursday, Whit Monday
  • August 1st
  • December 24th, 25th and 26th
  • December 31st