Your business deserves reliable support—tailored to your needs. With Bronze, Silver, and Gold, we offer three clearly tiered service packages: ranging from basic development support to guaranteed support with fixed response times and staff trained specifically for your project. You choose the tier that fits your project—transparent, predictable, and with no hidden costs.
Bronze – Basic Readiness for Your Project
Willingness to develop, including for EOL versions
Jira & GitLab for project management
INT environment on demand
Silver – Ongoing Support with Clear Response Times
Ongoing INT environment, including
support email address and initial response to incidents
Response times P1–P3 (during business hours)
Gold – Guaranteed Support When It Counts
Project-specific training for staff, including integration with customer systems upon request
Fastest response times
Best-effort support even outside of business hours
Bronze will become the standard starting in 2027
Starting January 1, 2027, the Bronze package will be the mandatory minimum for all customers. This ensures that the ongoing costs for on-call support, DevOps infrastructure, and project management remain covered—and that the same, transparent terms apply to all customers. Customers who have not yet subscribed to an SLA package will be contacted well in advance of the transition.
A Comparison of Our SLA Packages
| Bronze | Silver | Gold | |
|---|---|---|---|
| General Services | |||
| Development readiness (incl. EOL versions) | ✓ | ✓ | ✓ |
| Pipelines for project work, test environment per MR | ✓ | ✓ | ✓ |
| Jira & GitLab project management | ✓ 1 Jira account included | ✓ up to 3 Jira accounts + 1 GitLab account included | ✓ up to 5 Jira accounts + 2 GitLab accounts included |
| Always-available INT environment | – | ✓ Standard memory | ✓ Higher memory available on request |
| SLA incident process incl. customer-specific support email address | – | ✓ | ✓ |
| Prioritised resolution of SLA incidents | – | – | ✓ |
| Standby via guaranteed trained personnel | – | – | ✓ |
| Seamless collaboration within your environments | – | – | ✓ VPN connection and collaboration in your systems (e.g. Jira or GitLab) |
| Security patch management of available libraries | – | – | Automated on request |
| Response Times | |||
| P1 | Best effort | 4 business hours | 2 business hours |
| P2 | Best effort | 8 business hours | 4 business hours |
| P3 | Best effort | 3 business days | 2 business days |
| Outside business hours | – | – | Best effort for critical incidents (P1), billed hourly |
| Resolution Times (Target) | |||
| P1 | Best effort | 8 business hours | 4 business hours |
| P2 | Best effort | 2 business days | 8 business hours |
| P3 | Best effort | Best effort | Best effort |
| Price | CHF 100.– / month (billed annually) | CHF 400.– / month (billed annually) | Contact us |
Find the support package that's right for you!
Anne Meister Partnerin, Projektleiterin