Service level at linkyard

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

Our systems are (almost) always available

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

Depending on the service level selected, we guarantee system availability of 99.0 to 99.9 percent. 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

The response time is the period of time within the on-call times from the time the message is received in linkyard's customer portal until it is put to work by an employee of the Provider. The on-call time is the period of time within which the Provider's employees can ensure the support of the Service and receive and process messages. Depending on the selected service level and the problem to be solved, we guarantee a response time according to 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 a response time according to the best effort principle, you will receive feedback within a few hours on average, 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 in its SLAs to pay a penalty 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 skilled engineers, trainers and project managers who know the applications they support from the inside.

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