Service Level Agreement (SLA)

With the T‑Box Service Level Agreement (SLA), you know exactly what you can expect: clear support arrangements, fast follow‑up, and transparent communication in case of questions or disruptions.

What you can expect

We want to provide all our T‑Box users with clear and reliable support. That’s why we offer a standard Basic SLA, with the option to upgrade to Extended, Premium, or even a fully tailored Custom SLA.

You can expect the following from us:

Support during office hours (Mon–Fri 09:00–17:00)
Responses within the listed response times for tickets, based on urgency
Clear priorities (critical incidents vs. other questions)
Monitoring & notifications via the support portal
Choice of SLA levels: Basic, Extended, or Premium

What’s included in your SLA package

The SLA describes the conditions under which we provide support services for T‑Box, specifically focused on:

Incident handling related to the operation of T‑Box
Functional support questions about existing functionality
Assistance with using T‑Box

Not included (outside the scope of the SLA):

Development and further development work
Extensions / functional changes
Project-based activities
On‑site work

Want to enhance your support with an additional SLA?

Already using T‑Box and ready to upgrade to an Extended, Premium, or fully tailored Custom SLA?

Get in touch with T‑Box

Service Level Agreement (SLA)

With the T‑Box Service Level Agreement (SLA), you know exactly what you can expect: clear support arrangements, fast follow‑up, and transparent communication in case of questions or disruptions.

What you can expect

What’s included in your SLA package

Want to enhance your support with an additional SLA?

T-Box

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