Coverage & Response Times
Service Levels
One reference for support coverage windows and response targets across all b'nerd managed apps — from best-effort 8x5 to 24x7 on-call.
| Level | Coverage | P1 response | P2 response | Included in |
|---|---|---|---|---|
| Best effort | 8x5 business hours Mon–Fri (CET/CEST) | <8h | <24h | Starter |
| Guaranteed 8x5 | 8x5 business hours | 4h | 8h | Professional |
| Extended 12x5 | Extended hours, Mon–Fri (08:00–20:00 CET/CEST) | 2h | 8h | Enterprise |
| 24x7 on-call | Around the clock | 1h | 4h | Paid add-on (Professional & Enterprise) |
P1 = production-impacting or critical; P2 = degraded or non-critical.
Response targets describe our operational commitment, not an SLA credit schedule. Contractual terms are defined per agreement.
Do you have questions or would you like a personalized offer? We are happy to advise you.
Contact
Contact
Our cloud experts are happy to provide personalized advice.
- Our Office
-
Sillemstraße 76A
20257 Hamburg, Deutschland
Mon - Fri: 09:00 AM - 06:00 PM
- Telefon
- +49 40 239 69 754 0
- hello@bnerd.com