Max. Concurrent Agent Sessions
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Configuration
Remote or On-site*
Optional Single Sign On (SAML) (SaaS only)
IP Whitelisting (restrict public access to source IP)
Direct Email sending (via SPF record)
Email Sending via SMTP Smarthost
DKIM (Domain Keys Identified Mail)
Max. Allowed Data Storage
Duration of Restore (within Service Level Window)
Custom FQDN (Let‘s Encrypt)
Custom FQDN (custom certificate)
ISO/IEC 27001 Certified Data Center (in Germany or Finland, USA or Canada on demand)
High-Availability Environment*
Updates according to update calendar
Service Level Window for Incidents (SLW)
Service Level Window (SLW) for Service, Information Requests and Changes
Availability within Service Level Window
Permitted Support Request per Contract Period
Response Time in SLW on Service, Information Requests and Changes
Response Time in SLW on Critical Impact Incidents
Response Time in SLW on Medium Impact Incidents
Response Time in SLW on Low Impact Incidents
Resolution Time for Critical Infrastructure Incidents
Resolution Time for Critical Impact Incidents
Supported Communication Channels
Service Level
Remote View Access (as described in service catalog)
Handover of Customer Data
