Always there for you
Our help desk is always ready to help you!
- Base SLA
- Premium SLA options
- 24/7 monitoring
Base SLA: Availability
Every customer of our solution gets the Base SLA. You don't even have to pay extra for it. The Base SLA grants you access to our help desk during office hours and helps you with your platform, fixing bugs and resolving interruptions.
User questions
Do you have questions about using our platform? We'll gladly help you. With clear instructions and/or manuals our help desk will get you started.
Bugs and technical difficulties
Have you noticed a bug on the Procurios Platform, or are you experiencing a technical difficulty that you can't seem to fix? Notify our help desk and we will make sure the issue is resolved as soon as possible.
Response times
- Maximum two working days for normal questions or bugs
- Maximum one day for high-priority issues
- Maximum four hours for urgent issues that block primary processes
4-weekly release
Every four weeks, your platform is updated to the newest stable version of the Procurios Platform. You won't have to do anything and you're always up-to-date!
24/7 monitoring
We're keeping an eye on things 24/7. That means that we often find technical difficulties before you even notice them. That allows us to act faster and keep your platform up and running.
Uptime of 99%
With an availability (uptime) of 99%, we guarantee optimal access to your platform. When we perform maintenance, we do so outside office hours whenever possible. We carry out minor updates on a regular basis between 10:00 PM and 11:00 PM. Disruption to processes is minimal during this time. We announce major updates in advance.
SLA options: Extended and Professional
If you need extra support, you can upgrade to a premium SLA. A premium SLA shortens your initial response time and, on top of the continuous monitoring already included, gives you access to our help desk outside office hours for high-priority issues. We offer two premium SLAs: Extended and Professional.
| Features | Extended | Professional |
|---|---|---|
| For urgent matters Blocking primary processes | 2 working hours | 1 working hour |
| For a high priority Annoying, but not blocking | 4 working hours | 2 working hours |
| For normal priorities Question or but, not blocking | 1 work day | 4 working hours |
| Discount on Service Add-ons To get the best of your platform, we advice customers to invest in regular maintenance, training and advice. | 10% | 20% |
| 4-weekly release Your platform is updated to the most recent stable version of the Procurios Platform every four weeks. | Available | Available |
| 24/7 monitoring We monitor your Platform 24/7. That helps us to detect issues before you even notice it. | Available | Available |
| Uptime With an uptime of 99% we guarantee that the availability of your Procurios Platform is high as can be. You won't have to worry that your website or work processes are interrupted. | 99% | 99% |
| Price | ||
For our customers: How to find support
Guides
Forgot how to perform a task or want to onboard a new colleague? In our help center you'll find guides to get you started quickly.
Support
Can't figure it out with the guides in the help center, or found a bug that needs fixing? Get in touch and we'll help you out.
New requests
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