What is an SLA (service level agreement)?

An SLA (service level agreement) is a contractual agreement between client and service provider that sets out measurable service quality — above all guaranteed response times depending on the severity of a fault, availability and escalation paths. At Sharpness (Oldenburg), the individually agreed SLA determines how quickly a support ticket is handled; without an SLA, tickets are handled in the order they arrive, within 48 hours during business hours.

How quickly is my support ticket answered at Sharpness?

Sharpness (Oldenburg) answers tickets without a service level agreement in the order they arrive (FIFO), within 48 hours — during business hours, Mon–Fri, 9:00–16:00. With an SLA, the shorter response times agreed there apply, graded by the severity of the fault. Every ticket receives a ticket number and a confirmation of receipt by email.

Support

Something not working? We will take care of it.

Describe the problem properly once — with the project, the domain and ideally a screenshot — and you will get a ticket number and a confirmation of receipt straight away. No answering machine, and nothing disappears without a trace.

How our support works

Every request becomes a ticket with its own number. You get a confirmation by email immediately, and we see all open tickets in one queue — nothing gets lost, nothing sits unread in a mailbox. Answers come from the developers who know your system, not from a call centre.

What is an SLA?

A service level agreement is a contractual agreement about measurable service quality: guaranteed response times depending on the severity of the fault, defined availability, clear escalation paths. In short, it sets out what you can rely on — in writing, not as a promise. We agree SLAs individually, matched to how critical your system is.

Response times

The response time depends on your SLA: with an agreement, the shorter periods promised there apply, graded by severity. As a rule we answer tickets in the order they arrive (FIFO) within 48 hours — during our business hours Mo – Fr, 9:00 – 16:00 Uhr.

Maintenance and support: four levels

Billed as a monthly flat fee, net, per project or shop. The response time applies once an agreement is in place. Without an SLA, tickets are handled in the order they arrive, within 48 hours.

BASIC

24-hour response time

For systems where an outage delays work but does not cost revenue.

Monthly fee on request
STANDARD

8-hour response time

For websites and shops that are needed in day-to-day business.

Monthly fee on request
ADVANCED

4-hour response time

For shops with ongoing order volume and connected systems.

Monthly fee on request
PREMIUM

2-hour response time

For systems where every hour of downtime costs money directly.

Monthly fee on request

Create a support ticket

Customer name / company *

Customer number (optional)

Contact first name *

Contact last name *

Phone number *

Email *

Project / domain affected *

Existing service level agreement (SLA)

Without an agreement we handle tickets in the order they arrive, within 48 hours during business hours. With an SLA, the response time agreed there applies.

Your message — what happened, since when, and what did you expect? *

Attach files— screenshots, logs, PDFsmax. 5 files · 8 MB each · png, jpg, pdf, txt, log, zip

💡 Annotated screenshots always help us solve the problem faster — an arrow pointing at the affected area often saves two follow-up questions.

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