Standard
€0.00
Target for the first qualified response
- P2
- 3 working days
- P3
- 3 working days
- P4
- 3 working days
- P1: This tier defines no own concrete deadline for P1.
SLA & response targets
Optional support level (SLA)
Add an SLA package for Crazy-Shop or Crazy-Helpdesk if you need faster, non-binding response targets. Only one package applies at a time; surcharges are not cumulative. Time is counted during our support hours only.
What the tiers P1 to P4 mean
P1 to P4 describe how strongly your operations are affected. The target measures the first qualified response, not error resolution.
- P1: Business critical
- Core functions are down or severely limited. No working workaround is available. Example: Your shop is unreachable or tickets cannot be processed.
- P2: Substantially limited
- Important functions do not work as expected, but your operations continue. Example: Orders arrive, but invoicing is lagging.
- P3: Normal incident
- Noticeable friction in daily use; nothing critical is blocked. Example: Some views or messages appear faulty.
- P4: Minor
- Cosmetic or small items without time pressure. Example: A word in the interface or a detail in a view.
SLA & response targets
SLA tiers and targets
Standard is included. You can add Priority, Business SLA, or Critical monthly. Only one package applies at a time.
SLA surcharges apply monthly per product/tenant, net plus statutory VAT. Choose exactly one package; Standard adds no surcharge.
These targets measure the first substantive response from our support team, not error resolution. Automatic acknowledgements do not count. Only support hours count: Monday to Friday, 9:00 to 17:00 Europe/Berlin, excluding statutory holidays at the contractual support location. What do P1 to P4 mean? With examples
Priority
€19.95
Target for the first qualified response
- P2
- 1 working day
- P3
- 1 working day
- P4
- 1 working day
- P1: This tier defines no own concrete deadline for P1.
Business SLA
€49.95
Target for the first qualified response
- P1
- 8 support hours
- P2
- 8 support hours
- P3
- 8 support hours
- P4
- 8 support hours
Critical
€99.95
Target for the first qualified response
- P1
- 4 support hours
- P2
- 8 support hours
- P3
- 8 support hours
- P4
- 8 support hours
- P1: For P1, resolution or a workaround is targeted by the end of the next business day. That is a target, not a guarantee.
Scope and limits
Not cumulative
SLA surcharges are not cumulative. Exactly one tier applies. The tier replaces the plan-level reaction; it is never stacked more than once.
P1 without its own deadline
Standard and Priority define no own concrete deadline for P1. Critical platform outages are prioritised operationally by impact.
Hour-based targets
Response times are counted during support hours: Monday to Friday, 9:00 to 17:00 Europe/Berlin.
Limits
Targets refer to the first qualified response, not to resolution. They are non-binding, no guaranteed SLA, and no 24/7 availability.
Personal support
Calculate your offer
Cloud or own installation