Services

BC Support Agreement (SLA)

Fast support for your Business Central with guaranteed response times, direct access to our Customer Success Team, and a fixed monthly price. Choose the level that suits your needs.

Security in operation

The operation of your IT solution is business-critical. A Matriks SLA sets the framework for the support you, as a customer, are entitled to, while at the same time providing access to a range of customer benefits with us.

Includes Microsoft Dynamics 365 Business Central and related add-on products from third-party vendors. See the overview of products.
Direct access to our Customer Success Team by phone and email. The phone is open Monday to Thursday from 08:30 to 16:00 and Friday from 08:30 to 15:30.
All inquiries is recorded as a case in our ticketing system and categorized according to severity.
Customized adaptations can be included after an onboarding process where the code is reviewed, evaluated, and approved in writing by Matriks.

Choose level

Three levels so you can choose the one that suits you

Business

EUR 250

per month excl. VAT

Basic support with guaranteed response times.

Phone and Matriks Ticket system
Response time for critical errors: 6 hours
Response time for major errors: 12 hours
Response time for important errors and support: 24 hours

Business Pro

EUR 500

per month excl. VAT

Everything from Business, with faster response and an overview of upgrades.

Response time for critical errors: 3 hours
Response time for major errors: 6 hours
Response time for important errors and support: 12 hours
Version monitoring

Enterprise

EUR 800

per month excl. VAT

Everything from Business Pro, with the fastest response and close follow-up.

Response time for critical errors: 2 hours
Response time for major errors: 4 hours
Response time for important errors and support: 6 hours
Ticket Manager
Business development/Sales with semi-annual status meeting

Overview

Compare the levels

Services	Business	Business Pro	Enterprise
Price per month excl. VAT	EUR 250	EUR 500	EUR 800
Phone	✓	✓	✓
Matriks Ticket system	✓	✓	✓
Response time, critical errors (category 1)	6 hours	3 hours	2 hours
Response time, significant errors (category 2)	12 hours	6 hours	4 hours
Response time, important errors and support (category 3)	24 hours	12 hours	6 hours
Ticket Manager	×	×	✓
Version monitoring	×	✓	✓
Business development/Sales	×	×	✓

✓ The service is included × The service is not included and cannot be selected

Response time is the time from when a ticket is created until we begin the root cause diagnosis or remediation. It applies to errors in categories 1 to 3 and is calculated within normal working hours. Therefore, it is not the same as the time for resolution.

Error categories: Category 1 (critical) means that the system is inaccessible to all users. Category 2 (essential) means that operational critical processes cannot be carried out, or that multiple users do not have access. Category 3 (important) means that important processes cannot be carried out, and there is no reasonable manual workaround.

Here's how it works

It is included, and it is not

Included

Access to the Customer Success Team by phone and email
Registration, categorization and dispatch of your requests
Guaranteed response times for category 1 to 3 errors
Benefits by level: Ticket Manager, version monitoring, and semi-annual status meeting

Charged separately

Diagnosis, rectification and other support according to the agreed hourly rate
New tasks and changes
Estimation, planning and implementation of upgrades

The agreement and your role

6-month non-cancelable period, then automatic 6-month extension unless the agreement is terminated no later than 3 months before expiration
Billing in advance for 3 months at a time
Continuous upgrading of your solution, updated documentation, remote access to the systems, and active participation in troubleshooting

Contact

Which level suits you?

Tell us how you use Business Central today, and we’ll help you choose the right level. The conversation is non-binding. The terms are outlined in the SLA agreement itself, which we are happy to send.

Phone: +45 44 14 24 40
Email: info@matriks.com