Normal Opening Hours
Normal opening hours are on work days 08:00-17:00 CET.
Work Days
Work days are Monday through Friday, with the exception of "Public holidays" and "De facto holidays".
Extended opening hours
Extended opening hours are not included in the standard service levels but can be agreed upon separately. Please contact XLENT Link for information.
| Timeperiod | Multitenant services | Dedicated customer installation |
|---|---|---|
| Work Days 8-17 | 0 kr/month | 10 000 kr/month |
| Work Days 17-22 | According to separate agreement | According to separate agreement |
| Weekends 8-17 | According to separate agreement | According to separate agreement |
| Weekends 17-22 | According to separate agreement | According to separate agreement |
| Holidays | According to separate agreement | According to separate agreement |
Definitions and examples
Opening hours is when the support staff is working on incidents. This affects response times.
An example of a customer with standard agreement:
- The response time according to this customer Service Level Agreement is 8 hours
- The customer has Normal Opening Hours
- An incident occurs 13:00 on Friday
- A response is required by 12:00 on Monday.
An example of a customer with special agreement:
- The response time according to one customer Service Level Agreement is 2 hours
- The customer has Normal Opening Hours
- An incident occurs 16:00 on Friday
- A response is required by 9:00 on Monday.