{"id":9509,"date":"2026-11-11T11:33:51","date_gmt":"2026-11-11T11:33:51","guid":{"rendered":"https:\/\/matriks.com\/?page_id=9509"},"modified":"2026-11-11T11:33:51","modified_gmt":"2026-11-11T11:33:51","slug":"bc-support-agreement-sla","status":"publish","type":"page","link":"https:\/\/matriks.com\/en\/ydelser\/bc-supportaftale-sla\/","title":{"rendered":"BC Support Agreement (SLA)"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"9509\" class=\"elementor elementor-9509\">\n\t\t\t\t<div class=\"elementor-element elementor-element-735efa1 e-con-full e-flex e-con e-parent\" data-id=\"735efa1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9dfcab4 elementor-widget elementor-widget-heading\" data-id=\"9dfcab4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Services<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e180637 elementor-widget__width-initial elementor-widget elementor-widget-einar_core_section_title\" data-id=\"e180637\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"einar_core_section_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"qodef-shortcode qodef-m  qodef-section-title qodef-alignment--left\">\n\t\t<h1 class=\"qodef-m-title\" >\n\t\t\t\t\tBC Support Agreement (SLA)\t\t\t<\/h1>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e4c5591 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e4c5591\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4f1d15 elementor-widget elementor-widget-button\" data-id=\"d4f1d15\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"mailto:info@matriks.com?subject=BC%20Supportaftale%20(SLA)\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contact us about a support agreement<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a547de7 e-con-full e-flex e-con e-parent\" data-id=\"a547de7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-48c3563 elementor-widget elementor-widget-heading\" data-id=\"48c3563\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Security in operation<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5de891 elementor-widget elementor-widget-text-editor\" data-id=\"d5de891\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad40cf1 elementor-widget elementor-widget-text-editor\" data-id=\"ad40cf1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Includes<\/strong> Microsoft Dynamics 365 Business Central and related add-on products from third-party vendors. <a href=\"https:\/\/matriks.com\/en\/products\/\">See the overview of products<\/a>.<\/li><li><strong>Direct access<\/strong> 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.<\/li><li><strong>All inquiries<\/strong> is recorded as a case in our ticketing system and categorized according to severity.<\/li><li><strong>Customized adaptations<\/strong> can be included after an onboarding process where the code is reviewed, evaluated, and approved in writing by Matriks.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-771abbc e-con-full e-flex e-con e-parent\" data-id=\"771abbc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c4666d3 elementor-widget elementor-widget-heading\" data-id=\"c4666d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Choose level<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-60eb8d6 elementor-widget elementor-widget-heading\" data-id=\"60eb8d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Three levels so you can choose the one that suits you<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1282583 e-con-full e-flex e-con e-child\" data-id=\"1282583\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-d19ff16 e-con-full e-flex e-con e-child\" data-id=\"d19ff16\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3882bee elementor-widget elementor-widget-heading\" data-id=\"3882bee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Business<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-051c872 elementor-widget elementor-widget-heading\" data-id=\"051c872\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">EUR 250<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5daa6c3 elementor-widget elementor-widget-text-editor\" data-id=\"5daa6c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>per month excl. VAT<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a90a35 elementor-widget elementor-widget-text-editor\" data-id=\"0a90a35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Basic support with guaranteed response times.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85cb990 elementor-widget elementor-widget-text-editor\" data-id=\"85cb990\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Phone and Matriks Ticket system<\/li><li>Response time for critical errors: 6 hours<\/li><li>Response time for major errors: 12 hours<\/li><li>Response time for important errors and support: 24 hours<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3d4150b e-con-full e-flex e-con e-child\" data-id=\"3d4150b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ca80be7 elementor-widget elementor-widget-heading\" data-id=\"ca80be7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Business Pro<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-435aff3 elementor-widget elementor-widget-heading\" data-id=\"435aff3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">EUR 500<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b97a1eb elementor-widget elementor-widget-text-editor\" data-id=\"b97a1eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>per month excl. VAT<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8804c77 elementor-widget elementor-widget-text-editor\" data-id=\"8804c77\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Everything from Business, with faster response and an overview of upgrades.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-847aafc elementor-widget elementor-widget-text-editor\" data-id=\"847aafc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Response time for critical errors: 3 hours<\/li><li>Response time for major errors: 6 hours<\/li><li>Response time for important errors and support: 12 hours<\/li><li>Version monitoring<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bb2b7fc e-con-full e-flex e-con e-child\" data-id=\"bb2b7fc\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f5de21 elementor-widget elementor-widget-heading\" data-id=\"4f5de21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Enterprise<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f660be4 elementor-widget elementor-widget-heading\" data-id=\"f660be4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">EUR 800<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f3cd26 elementor-widget elementor-widget-text-editor\" data-id=\"6f3cd26\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>per month excl. VAT<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32126c4 elementor-widget elementor-widget-text-editor\" data-id=\"32126c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Everything from Business Pro, with the fastest response and close follow-up.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a2aa2c elementor-widget elementor-widget-text-editor\" data-id=\"0a2aa2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Response time for critical errors: 2 hours<\/li><li>Response time for major errors: 4 hours<\/li><li>Response time for important errors and support: 6 hours<\/li><li>Ticket Manager<\/li><li>Business development\/Sales with semi-annual status meeting<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-32241d1 e-con-full e-flex e-con e-parent\" data-id=\"32241d1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-421098d elementor-widget elementor-widget-heading\" data-id=\"421098d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Overview<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30a481b elementor-widget elementor-widget-heading\" data-id=\"30a481b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Compare the levels<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc7a057 elementor-widget elementor-widget-text-editor\" data-id=\"fc7a057\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div style=\"overflow-x:auto\"><table style=\"width:100%;border-collapse:collapse;font-size:16px;line-height:1.4\"><thead><tr><th style=\"text-align:left;padding:12px 14px;background:#112333;color:#ffffff;font-weight:600;white-space:nowrap\">Services<\/th><th style=\"text-align:center;padding:12px 14px;background:#112333;color:#ffffff;font-weight:600;white-space:nowrap\">Business<\/th><th style=\"text-align:center;padding:12px 14px;background:#112333;color:#ffffff;font-weight:600;white-space:nowrap\">Business Pro<\/th><th style=\"text-align:center;padding:12px 14px;background:#112333;color:#ffffff;font-weight:600;white-space:nowrap\">Enterprise<\/th><\/tr><\/thead><tbody><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Price per month excl. VAT<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">EUR 250<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">EUR 500<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">EUR 800<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Phone<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Matriks Ticket system<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Response time, critical errors (category 1)<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">6 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">3 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">2 hours<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Response time, significant errors (category 2)<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">12 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">6 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">4 hours<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Response time, important errors and support (category 3)<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">24 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">12 hours<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">6 hours<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Ticket Manager<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u00d7<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u00d7<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Version monitoring<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u00d7<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><\/tr><tr><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6\">Business development\/Sales<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u00d7<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u00d7<\/td><td style=\"padding:11px 14px;border-bottom:1px solid #D9E0E6;text-align:center;white-space:nowrap\">\u2713<\/td><\/tr><\/tbody><\/table><\/div><p style=\"font-size:14px;line-height:22px;color:#666666;margin-top:12px\">\u2713 The service is included \u00d7 The service is not included and cannot be selected<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3fb41a elementor-widget elementor-widget-text-editor\" data-id=\"f3fb41a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Response time<\/strong> 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.<\/p><p><strong>Error categories:<\/strong> 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0e562be e-con-full e-flex e-con e-parent\" data-id=\"0e562be\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cd333fb elementor-widget elementor-widget-heading\" data-id=\"cd333fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Here's how it works<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15e682f elementor-widget elementor-widget-heading\" data-id=\"15e682f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">It is included, and it is not<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0c6d5cd e-con-full e-flex e-con e-child\" data-id=\"0c6d5cd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b7543f0 e-con-full e-flex e-con e-child\" data-id=\"b7543f0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2350559 elementor-widget elementor-widget-heading\" data-id=\"2350559\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Included<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c04db0 elementor-widget elementor-widget-text-editor\" data-id=\"8c04db0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Access to the Customer Success Team by phone and email<\/li><li>Registration, categorization and dispatch of your requests<\/li><li>Guaranteed response times for category 1 to 3 errors<\/li><li>Benefits by level: Ticket Manager, version monitoring, and semi-annual status meeting<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-731275b e-con-full e-flex e-con e-child\" data-id=\"731275b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b14968a elementor-widget elementor-widget-heading\" data-id=\"b14968a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Charged separately<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77d1e3b elementor-widget elementor-widget-text-editor\" data-id=\"77d1e3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Diagnosis, rectification and other support according to the agreed hourly rate<\/li><li>New tasks and changes<\/li><li>Estimation, planning and implementation of upgrades<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-af19b0e e-con-full e-flex e-con e-child\" data-id=\"af19b0e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1155516 elementor-widget elementor-widget-heading\" data-id=\"1155516\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">The agreement and your role<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78822bd elementor-widget elementor-widget-text-editor\" data-id=\"78822bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>6-month non-cancelable period, then automatic 6-month extension unless the agreement is terminated no later than 3 months before expiration<\/li><li>Billing in advance for 3 months at a time<\/li><li>Continuous upgrading of your solution, updated documentation, remote access to the systems, and active participation in troubleshooting<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-aa660c6 e-con-full e-flex e-con e-parent\" data-id=\"aa660c6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9bfc206 elementor-widget elementor-widget-heading\" data-id=\"9bfc206\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Contact<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a306fef elementor-widget elementor-widget-heading\" data-id=\"a306fef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Which level suits you?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-500769c elementor-widget elementor-widget-text-editor\" data-id=\"500769c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Tell us how you use Business Central today, and we\u2019ll 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.<\/p><p>Phone: <a href=\"tel:+4544142440\">+45 44 14 24 40<\/a><br>Email: <a href=\"mailto:info@matriks.com\">info@matriks.com<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11e7d12 elementor-widget elementor-widget-button\" data-id=\"11e7d12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"mailto:info@matriks.com?subject=BC%20Supportaftale%20(SLA)\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contact us about a support agreement<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Ydelser BC Supportaftale (SLA) Fast support til jeres Business Central med garanterede responstider, direkte adgang til vores Customer Success Team og en fast m\u00e5nedlig pris. V\u00e6lg det niveau, der passer til jeres behov. Kontakt os om en supportaftale Tryghed i driften Driften af jeres IT-l\u00f8sning er forretningskritisk. En Matriks SLA fastl\u00e6gger rammerne for den support, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":8521,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-full-width.php","meta":{"footnotes":""},"class_list":["post-9509","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>BC Supportaftale (SLA) til Business Central | Matriks<\/title>\n<meta name=\"description\" content=\"Fast support til Business Central med garanterede responstider. 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