In writing, when we are there.
An outage on a Tuesday morning is annoying. An outage on a Saturday evening while your webshop is having the best day of the year is something else. The difference between those two is not our mood but what we agreed beforehand.
So we put it down: how fast we respond, how fast it has to be running again, who you call and what happens if we miss it. Without an agreement we still help you, only then in order of arrival and at a hundred and thirty euros an hour.
Three agreements, no small print.
All amounts are starting prices per month, excluding VAT. What you actually pay depends on how much runs and how heavily it is used. You commit per quarter, not per year.
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Basic
For software that matters, but where a day of downtime does not immediately cost revenue.
€ 495 per month
Hourly rate € 120
- Response within 4 working hours
- Reachable on working days from 08:30 to 17:30
- Monitoring day and night, we step in during an outage
- Updates and security patches every month
- Daily back-ups, one genuinely restored every quarter
- A short report each quarter on what happened
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Active
For platforms people work in daily and where downtime is noticed straight away.
€ 1,250 per month
Hourly rate € 110
- Response within 1 working hour
- Outage fixed or worked around within 8 working hours
- Reachable until 22:00 for urgent matters, weekends included
- Four hours of development included every month
- A fixed developer who knows your platform
- Fifteen minutes together every month on what is going on
- A back-up restored to a test environment monthly
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Critical
For software your company stands or falls with, that has to run at night and at weekends too.
€ 1,995 per month
Hourly rate € 100
- Response within 30 minutes, day and night
- Outage fixed or worked around within 4 hours
- A developer's mobile number, not a fault line
- Eight hours of development included every month
- Two recovery drills a year: we genuinely take something down and bring it back
- Failover to the second location tested and documented
- If we miss the agreed times, you get that month back
No agreement needed? We help you without an SLA too, at a hundred and thirty euros an hour and in order of arrival. During an outage on a Sunday evening that is exactly the sentence you do not want to read.
What we mean by an outage.
A response time means nothing if nobody agreed what counts as urgent. So we sort it out in advance, and we do that together.
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Everything is down
Nobody can get in, no orders are coming through, production has stopped. This goes before everything, even if someone is mid-sprint. On Critical we pick this up within half an hour, Sunday included.
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An important part is not working
Payments fail, the warehouse connection is down, one department cannot work. The rest is running. We look for a way around it first so you can carry on, then fix the cause.
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It works, just not properly
A screen that loads slowly, a report that adds up wrong, a button that does not do what you expect. Annoying, not a disaster. We pick this up in the next sprint, unless you say it comes first.
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A wish or a question
Something to add or change. That is not an outage and we do not treat it as one. It goes on the list and you decide where it sits at the next sprint.
What sits in every package.
Every agreement comes with the same foundation, whichever package you pick. We keep things current, we watch along, and we tell you when something heads towards the edge.
What is not in it: hours that expire. We do not work with prepaid hours, so you pay for availability and maintenance, not for a balance you have to use up. Development beyond the included hours is billed at your package rate.
Platforms we take the shifts for.
Software that was not only built, but that someone will get out of bed for when it matters.
All cases-
De app en de API waarmee een SOS binnen seconden bij vrijwilligers in de buurt ligt.
Een SOS die binnen seconden op de telefoon staat van vrijwilligers een paar straten verderop.
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De app die hun magazijnsysteem en Shopify aan elkaar knoopt, te installeren vanuit de App Store.
Voorraad die in het magazijn afgaat en op hetzelfde moment in de webshop klopt.
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De vernieuwde site met een configurator waarin klanten hun eigen pakket samenstellen en meteen bestellen.
Bestellingen die binnenkomen zoals de klant ze zelf heeft samengesteld, klaar om te verwerken.
Helped us extremely fast and understood right away what was needed. I know who I am calling next time.
Questions about the SLA.
Not answered here? Just ask. You get someone who takes the shifts themselves.
Ask your questionWhy is there both an hourly rate and a monthly fee?
The monthly fee covers availability, monitoring, updates and back-ups. That work happens whether you call us or not. The hourly rate is for building new things. The heavier your package, the lower that rate, because then we know we are holding capacity for you.
What if we pick the wrong package?
Then we change it. You can move up or down every quarter. In practice most start on Active and after six months it turns out to need less or more. We will not hold you to a choice you made before you knew how it would go.
What happens if you miss the response time?
On Critical you get that month back, without having to ask. On the other packages we explain what went wrong and what we are doing about it. We do not write in penalties nobody ever collects, because those are no use to you on a Saturday evening.
Does this apply to software you did not build?
Yes, but we do a code scan first. Otherwise we would agree response times on a platform whose risks we do not know, and that is a promise we cannot keep. After that scan we both know what we are starting.
Is hosting included?
No, that is separate. If it runs with us, server management goes through the hosting and this agreement covers the software on top. If it runs elsewhere that is fine too, we just depend on how quickly that party gives us access.
Who do we get on the line?
Someone from the team that knows your platform. Not a help desk creating a ticket and passing it on. On Critical you have a developer's mobile number, and that number does not divert to voicemail.
Can we cancel?
Per quarter, with a month's notice. Everything is in your name and we hand it over properly. We would rather earn from companies who stay because they like it than from companies who are stuck.
What do you charge outside office hours?
On Critical, nothing extra, it is in the monthly fee. On the other packages a surcharge applies for work outside office hours, and we name it in advance. You never get an invoice afterwards that gives you a fright.