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Special Care Service

The special care service is designed to be your insurance policy. When disaster strikes, timing is critical and you are prepared.

All the paperwork will be done already, all required remote access has been granted and is verified working, so we can get right to work helping you get back to business. 

This is more than just an emergency service though. Depending on your selected level, we will

– Check your servers (either designated ones or round robin) for common problems at least once per week, also verifying that the remote access is still
   working 
– Notify you upfront if we notice something going wrong (filling logs, missing backups, failed jobs, attempted break-ins, degrading performance etc.)
– Know how your server is behaving under normal conditions.
– Over time, capacity planning will get more accurate. We will be able to project future growth based on past measures so that we can give you an early 
  warning in case the server approaches resource exhaustion.

Additionally, we will be available for non-emergency meetings, such as team meetings, vendor discussions or evaluations that do not classify as an emergency. Subject to availability of our staff.

The special care service is not based on timesheets or other pay per use KPIs. Everything outlined in the service plan description will be covered by the monthly fee. Additional services can be booked as add-ons.

Essential

1 monthly emergency support incident 
1 server check per week
 One authorized caller
 Annual health check of 5 servers

2 business days email response time 

€ 1.499 *

Standard

2 monthly emergency support incidents
2 server checks per week
Two authorized callers
Annual health check of 10 servers

 1 business day email response time 

€ 2.499 *

Enterprise

4 monthly emergency support incidents 
5 server checks per week
Three authorized callers
Semi-annual health check of 10 servers

4 hours email response time 

€ 3.499 *

* Terms and conditions: 

   Prices excl. VAT.
   6 or 12 month contract, monthly billing cycle. Paid monthly in advance. 60 day termination notice required
   Can be changed to a higher or lower plan as necessary after an initial 3 month period.
   There is no limit to the amount of SQL Servers you are hosting, all are covered. If you have more than 10 servers though, we suggest to talk to us about
    increasing the number of incidents per month. Otherwise every additional incident raised will be treated the same as our emergency help offer. 

   Definitions:

   An incident means your production server is down or performance is severely degraded.  Unused incidents roll over for one month.
   An authorized caller is the person who can declare an emergency. This means you will need to designate someone who can use the allotted incidents and
   you need to funnel all communications through your proper channels. 
   A server check is a semi-automated process where we look for common issues such as alerts, failed jobs, critical warnings and baseline your servers   
   performance since the last check.
   The periodic Health check is the same as our separate service „Health check“. We take an in-depth review of the instance and send you the results.
   E-Mail response time is limited to business hours (9am – 6pm German Time, Monday to Friday, public holidays excluded). 

   Add-on services:

   Additional incidents above plan – discounted off our regular price list by 20%. Regular price is €250 per hour with a two hour minimum.
   20% discount on the rate for timesheet based scoped services for subscibed customers.