Service Level Agreement (SLA)

Contact support via support request.

Response Time

Our standard response time is within 16 hours during business days. For additional or urgent support needs, please contact us to discuss tailored support options.

Support hours

Onify business hours are Monday - Friday, 8AM-5PM CET (summer time = CEST).
Support is closed on major Swedish holidays including:

• New Years Day
• Epiphany
• Good Friday
• Easter Monday
• International Workers' Day (May 1st)
• Ascension Day
• Second Pentecost
• Swedish National Day (June 6th)
• Midsummer Eve
• Christmas Eve
• Christmas Day
• Second Christmas Day
• New Year's Eve

Support does not include

• Training
• Implementation and custom
• Consultancy / Professional services
• Support related to non Onify products and systems (e.g. Kubernetes, Elastic)
• Beta or Development releases
• Support in any language other than Swedish or English
• Onify product versions older than 6 months (then upgrade is required)