Support levels
Choose the level that suits your organisation – from standard business hours to a dedicated 24/7 engineering team with guaranteed response times.
Choose your support level
All levels include monitoring, patching and the eXtreme Hosting management portal. Higher levels extend response times, contact channels and proactive services.
Basic
Essential management for stable environments with limited operational dependency.
- Managed hosting & monitoring
- Security patches (monthly)
- Daily automated backups
- Monthly status report
- Customer portal access
- Phone support
- Proactive incident detection
- Dedicated contact person
- Change management on request
Standard
Extended support for business-critical environments with shorter response times.
- Everything from Basic
- Proactive incident detection 24/7
- Weekly security patches
- Phone support
- Quarterly reports & review
- Change management (5 req/month)
- Multiple backup locations
- Dedicated contact person
- On-site support
Premium
Maximum availability and proactive management for environments where downtime is not acceptable.
- Everything from Standard
- Dedicated contact person
- Unlimited change management
- Monthly tech review meeting
- Proactive capacity planning
- Vulnerability scanning & reporting
- Disaster recovery testing (annual)
- Priority escalation path
- On-site support
Enterprise
Fully integrated IT partner with dedicated team, on-site presence and custom agreements.
- Everything from Premium
- Dedicated engineering team
- On-site support available
- Custom SLA agreements
- Annual security audit
- Disaster recovery testing (quarterly)
- Architecture advice & roadmap
- Dedicated NOC monitoring
- Contractual penalty clause for SLA breach
Full comparison overview
| Feature | Basic | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Availability & Response | ||||
| Office hours support | ✓ | ✓ | ✓ | ✓ |
| Evening & weekend support | – | ✓ | ✓ | ✓ |
| 24/7 availability | – | – | ✓ | ✓ |
| P1 response time | NBD | 2 hours | 30 min | Immediate |
| Uptime SLA | 99.90% | 99.95% | 99.99% | 99.99% |
| Contact channels | ||||
| Ticket system | ✓ | ✓ | ✓ | ✓ |
| Phone support | – | ✓ | ✓ | ✓ |
| Chat | – | – | ✓ | ✓ |
| On-site visit | – | – | – | ✓ |
| Dedicated contact person | – | – | ✓ | ✓ |
| Management & Proactive | ||||
| 24/7 monitoring | ✓ | ✓ | ✓ | ✓ |
| Proactive incident detection | – | ✓ | ✓ | ✓ |
| Security patches | Monthly | Weekly | Continuous | Continuous |
| Change management | – | 5/month | Unlimited | Unlimited |
| Vulnerability scanning | – | – | ✓ | ✓ |
| Capacity planning | – | – | ✓ | ✓ |
| Architecture advice | – | – | – | ✓ |
| Reporting | ||||
| Monthly status report | ✓ | ✓ | ✓ | ✓ |
| Quarterly report & review | – | ✓ | ✓ | ✓ |
| Security audit (annual) | – | – | – | ✓ |
Priority classification
Production system completely down
Complete service interruption, no workaround possible. Financial or reputational damage per minute. Immediate escalation to on-call engineer.
Significant limitation, workaround available
Important functionality limited but system is running. Users are experiencing issues. Fast intervention required.
Limited impact, plannable resolution
Non-critical functions limited. No immediate downtime threat. Resolution can be scheduled in a regular maintenance window.
Information request or minor wish
Advisory questions, documentation requests, minor improvements without operational impact. Scheduled in regular work plan.
Not sure which level fits?
Our advisors help you choose the right support level based on your infrastructure, team and risk profile. No obligations.