Service Level Agreements
In order to continue to offer you the best possible support and make our collaboration even more efficient, we are introducing a new structure to our service offering from 1 December 2024. This adjustment is aimed at adapting our services to your individual needs and continuing to ensure reliable support.
What does this mean for you?
To ensure that you benefit from fast and competent support at all times, we have developed two Service Level Agreements (SLAs) that cover your individual needs.
Basic Service Level Agreement - your free service contract
The Basic SLA continues to offer you free support, as well as other benefits for you:
- Annual online training for our MICROSENS NMP software ensuring your team is always up to date.
- Initial commissioning support, including analysis of your switch configuration.
- Interoperability testing to ensure your system is working optimally.
- 10 hours of remote support per year - free of charge and uncomplicated.
With the Basic SLA, you continue to receive all essential support services - free of charge and with the usual reliability.
Here you can find the link to our support portal, where you can conclude the basic service level agreement:
https://microsens.atlassian.net/servicedesk/customer/portals
Enhanced Service Level Agreement - customised service for more extensive projects
We offer the Enhanced SLA for customers and partners who have requirements beyond the basic offering. Here, our technical experts work closely with you to develop customised solutions for your specific requirements. Our aim is to ensure that you benefit from smooth operations at all times, while providing additional support if your project is particularly complex.
The Enhanced Service Level Agreement (SLA) is a dedicated service contract designed to meet the specific needs of each customer. It offers prioritized service and reduced response times. For more details, please contact our support team.
Why is this change required?
In order to maintain our service at a high level in the long term and to be able to provide you with even more targeted support, it is necessary to create a clear framework for support. Our new Service Level Agreements (SLAs) enable us to bundle your support requests and tickets more efficiently and manage your customer history in a more structured way. This leads to more precise and faster processing of your requests, as we can access all relevant data centrally.
By introducing these SLAs, we can not only take better account of your individual requirements, but also offer more targeted communication and support. In addition, these new contracts will help us to make the best possible use of resources and ensure that you can continue to count on first-class support in the future.
In order to implement these benefits effectively, we need your agreement to the new SLAs. This agreement will allow us to efficiently consolidate history and data from previous support requests and further improve communication with you.
What do you have to do?
To continue using our free support, we ask you to sign the Basic SLA online by 1 December 2024. This will ensure your support continues to run smoothly in the future.
If you are interested in further services or if you have any questions, please do not hesitate to contact our sales team at sales@microsens.com.
We greatly appreciate your long-standing partnership and look forward to providing you with the best possible support in the future.
Basic Service Level Agreement (Basic-SLA)
Frequently asked questions
Do you have any questions? We may already be able to answer them here, otherwise please contact us by phone or e-mail.
How do I conclude the Basic-SLA contract?
A Basic-SLA can be concluded via the support portal (https://microsens.atlassian.net/servicedesk/customer/portal/42/group/101/create/163). If the customer prefers the paper form, a declaration of consent for data processing must be submitted. We will then process the data online for the customer.
How do I conclude the Enhanced-SLA contract?
To sign an Enhanced SLA, please contact your MICROSENS sales representative or reach out to MICROSENS Support to be referred to the MICROSENS sales team.
How do I submit a service request in the future? Do I open a ticket as before?
To request a service, please first complete a Service Level Agreement (SLA) with us. Visit the following link: https://microsens.atlassian.net/servicedesk/customer/portal/42/group/101/create/163
After the process is completed, you will receive an email with your SLA number. A request can be submitted via the Support Portal as soon as a valid SLA number is available.
A request is considered invalid and cannot be processed if an invalid SLA number is entered.
What is an SLA number?
The SLA number is a unique identifier assigned to each customer as part of the Service Level Agreement process. Once the contract is completed and confirmed, the number is sent to the customer by email. The number is essential for tracking and validating service requests and ensures efficient and accurate handling of support requests.
Where can I find my SLA number?
The SLA number is sent by email as soon as the SLA is completed through this portal or entered by MICROSENS service staff (provided the customer has given consent for the processing of their data).
Link to the Support Portal: https://microsens.atlassian.net/servicedesk/customer/portal/42/group/101/create/163
How do I get my SLA number?
The SLA number is sent by email as soon as the SLA is completed through this portal or entered by MICROSENS service staff (provided the customer has given consent for the processing of their data).
Link to the Support Portal: https://microsens.atlassian.net/servicedesk/customer/portal/42/group/101/create/163
Where can I find an overview of the SLAs on offer?
An overview of the SLAs can be found here: https://www.microsens.com/support/support/service-level-agreements
What extension packages are available for the Basic-SLA?
Extension packages are available for purchase on an hourly basis, with detailed pricing provided in Annex 1.
Will I still receive service without an SLA?
Service requests without an SLA number will only be accepted and processed until December 1, 2024. After this date, an active Service Level Agreement must be in place for service requests to be submitted and processed.
When do I need an Enhanced Service Level Agreement?
An Enhanced Service Level Agreement (Enhanced SLA) is a customized service contract designed to meet the specific needs of each customer. Our technical experts work closely with you to develop tailored solutions based on your specific requirements. An Enhanced SLA is particularly recommended for complex network topologies and varying numbers and types of devices.
What exactly does the Enhanced Service Level Agreement offer me?
An Enhanced SLA offers you prioritized service and reduced response times. This ensures that your needs are met with the highest level of attention and efficiency.
How many hours of service do I get with the Basic Level Agreement?
The Basic-SLA includes 10 hours of free remote support per service year.
What happens to my unused support hours?
Unused support hours expire at the end of the service year. At the beginning of the following service year, a new allocation of 10 free hours is provided.
Why do I need to conclude a Service Level Agreement?
Concluding an SLA ensures structured support services with clearly defined terms. This guarantees that technical and support needs are met within the agreed parameters. The formal agreement clarifies the services to be provided, response times, and responsibilities, promoting a reliable and efficient support framework that meets customer requirements.
What are the consequences for me if I do not want to conclude the service level agreement?
If an SLA is not established, no SLA number is assigned. Any service or support requests submitted without a valid or with an invalid SLA number will not be processed. Completing an SLA is important to ensure uninterrupted service and support access.
When does the service level agreement come into force?
The SLA can be concluded immediately. As of December 1, 2024, it will no longer be possible to create a support request without a valid SLA number at MICROSENS.
Who is my direct contact for service level agreement requests?
Your MICROSENS sales representative will be happy to provide detailed information or answer any questions.
Does the SLA number apply to the entire company or to the project?
The SLA number applies to the entire company per billing entity.
Do I have to apply for an extension of the contract at the end of the year? Will the contract be used via the same SLA number if the contract has been extended?
The SLA automatically renews for another year unless terminated with three months' notice. Unless otherwise specified, both the SLA and the associated SLA number remain active and valid.
Is the Unlimited Remote Support really unlimited or based on a value determined by the number of devices purchased and the complexity of the network topology?
Under the Enhanced SLA we offer unlimited remote support regardless of the number of devices specified in your contract during the working hours specified in the contract.
Are the Basic-SLA services also included in the Enhanced-SLA?
As part of an Enhanced-SLA, other (extended) services are agreed directly between the sales organisation and the customer.
What is the maximum number of participants that can take part in the Extended training?
TC provides for an upper limit of five persons. However, an Enhanced SLA makes it possible to specify an individual number of people. With each additional person, TC's personnel costs increase, which should be honoured accordingly. However, the decision on this lies with the MICROSENS sales department.
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