Service level at linkyard

linkyard hosts a wide variety of tools for over 140 customers with which, in addition to other agreements, a service level agreement is also concluded. In these, we guarantee, among other things, a certain availability of applications and response time to support requests. These specific guarantees vary depending on the plan you choose. Here you can find out how we met or even exceeded the agreed guarantees on average.

Our systems are (almost) always available

System availability is evaluated on an annual basis and is calculated from operating time minus system downtime in relation to operating time, with announced interruptions during agreed maintenance windows not being counted as system downtime. Operating time is the period of time within which the productive systems are operated by the customer or are available unsolicited.

Depending on the selected service level, we guarantee system availability of 99.0 to 99.9 percent. In the last year, the agreed availability was met by all customers. The lowest availability of a customer instance was 99.52%.

Response time — at the speed of light to reliable support

Response time is the period of time within standby times from the time the message is received in the linkyard customer portal until it is started by an employee of the provider. The standby time is the period of time within which provider employees ensure service support and can receive and process reports. Depending on the selected service level and the fault to be resolved, we guarantee a response time based on the best effort principle or a response time of 4 to 1 hour.

The response times were also all SLA compliant last year. If you agree on response time according to the best effort principle, you will receive feedback on average within a few hours, always within one working day.

We keep our word!

In the last 12 months, all guarantees agreed in the SLAs have been met. In the event that the guaranteed system availability is not met, linkyard undertakes to pay a penalty in its SLAs, depending on the actual availability of the systems and the selected service level.

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We offer collaboration tools for every type of team. We carefully evaluate software products and integrate them into our highly automated software-as-a-service offering. Our support staff consists of highly trained engineers, trainers, and project managers who know the applications they support from within.

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