GrafiStore provides services, workflow solutions, advice and consultancy for the graphic arts market, complemented by software and hardware. The Service Level Agreements concern the availability and speed of expert staff. There are two SLA types: without an agreement, and with a Cooperation Agreement.
No Service Level Agreement
Without an agreement you receive standard support on delivered solutions. Questions are logged as tickets and handled in order; other questions are billed as consultancy per half hour. You receive support after purchasing a support ticket or approving an assignment.
Cooperation Agreement
The Cooperation Agreement provides an external workflow specialist for phone support, brainstorming, advice and process improvement — including Enfocus Switch workflows and crisis assistance. At trade fairs and events the team has working laptops and a mobile connection.
Response time
One business day (8 hours), office hours 09:00–17:00;
For emergencies: immediate assistance up to a maximum of 8 office hours;
Regular questions take priority.
Guarantee
Response within the agreed time;
The first two hours of remote communication are included;
In a crisis, external help is possible (for example Enfocus).
Included / excluded
Included: 2 hours of support.
Excluded: travel costs and hours worked beyond the standard two hours.
Note: faulty PDF files, hardware, system administration and solutions not delivered by us are not covered by the Cooperation Agreement. An "emergency" means a production stop; all other matters are handled as tickets. Communication runs via phone and the ticket system.
Emergencies
You experience a production stop;
Submit a ticket and call 0546–850231;
If all staff are busy, leave a voicemail; we will call back as soon as possible.
Addendums & custom
Possible additions to the Cooperation Agreement: Addendum 1 — emergency response < 4 hours; Addendum 2 — emergency response < 2 hours. A Cooperation Agreement can also be tailored. For pricing, request a quote.
Terms (summary)
By entering into an agreement, all dealings are subject to this SLA unless agreed otherwise in writing. The general terms apply; where the SLA conflicts, the general terms prevail.
Consultancy hourly rate: € 100.00 excl. VAT (office hours). Surcharges: 06:00–09:00 and 17:00–20:00 +150%, 20:00–06:00 +200%, public holidays +300%. Billed per half hour, minimum one half hour per incident.
Travel costs: € 1 per kilometre with the same surcharge scheme.
Contracts are paid monthly before the first day; on arrears GrafiStore may suspend services.
Minimum term one year, then automatic renewal per calendar year; cancel at least two months in advance, in writing.
Planned maintenance with interruption is announced 2 business days in advance.
For incidents the client provides reasonable cooperation and system access (VPN, TeamViewer, VNC or Apple Remote Desktop).
Exclusions: you cannot invoke this SLA if the incident does not concern the named products/services, results from improper use, or from intent/fault of the client or third parties.