Support contracts

Support contracts provide favorable hourly pricing to customers who pay a small monthly fee while also ensuring faster response and on-site intervention times. Most of Mixvoip's standard services* include predefined Service Level Agreements (SLAs) that specify key parameters such as uptime, recovery time, response time, and intervention times - therefore, they don't require an additional support contract.

When is a support contract necessary?

A support contract is required for services that do not have a predefined SLA but where you still need guaranteed access to support, intervention times, and infrastructure maintenance. This ensures that your IT and telecom systems remain functional, up to date, and efficiently managed.

Access to general IT support

Customers who require ongoing IT assistance for everyday business needs - such as Office 365, email configurations, user management, and software troubleshooting -benefit from a support contract.

Firmware updates and preventive maintenance

Keeping infrastructure stable requires regular firmware updates and maintenance tasks. With a support contract, we ensure that your systems are updated, secure, and running optimally.

Hardware maintenance and replacement

If your infrastructure includes hardware that is part of our Guaranteed stock program, you are already covered for quick replacement and repair, as we keep those devices in stock.

For hardware not covered by the Guaranteed stock program, we can still maintain it under a support contract. However, if a device fails, we can only guarantee replacement if:

• We can substitute it with hardware from our Guaranteed stock program
• The customer has a spare unit on-site

Ensuring reliable infrastructure and efficient support

A support contract ensures that customers have consistent access to expert support, proactive maintenance, and timely interventions to keep the ICT infrastructure running smoothly. Additionally, we maintain documentation of your setup, reducing troubleshooting time and increasing efficiency when resolving issues. By having a support contract in place, you gain peace of mind, knowing that your IT and telecom systems are backed by a structured and responsive support framework.

Support contract parameters and service options

Billing and additional travelling costs

Remote support is billed in 15-minute increments, ensuring fair pricing based on actual usage. For on-site interventions, the first full hour is billed, followed by 15-minute increments for any additional time. Travel costs apply to on-site visits and can be found here. For interventions outside standard weekday hours (Monday–Friday, 08:00–20:00), different rates apply. These can be found in our hourly rates overview.

Understanding Support hours and Fault processing hours

Support hours are set times when our customer service team is available to help with general inquiries and service-related issues, from billing to user support. Fault processing hours, which are typically longer, are specifically allocated for our technical team to address and resolve technical issues directly affecting your Mixvoip service. During these hours, the focus is strictly on technical faults to ensure any disruptions to your Mixvoip services are quickly and effectively managed.

Clarifying maximum response and maximum intervention time

• Maximum Response Time (MRT): This is the maximum duration from when an issue is reported to when it is first acknowledged by our support team. For example, if the maximum response time is set at 4 hours, this means our team will respond to your issue within 8 hours during the designated fault processing hours.
• Maximum Time to Intervene (TTI): This refers to the maximum time allowed from when an issue is submitted to when intervention begins to address the fault. This time is also counted within the fault processing hours. Please note that on-site intervention is limited to certain geographical areas as detailed in our terms and conditions. For a quick reference, on-site support is available within Luxembourg and Belgium, and select regions of Germany and France.

Services with included Service Level Agreements

The following services include predefined Service Level Agreements (SLAs) and don't require an additional support contract as described on this page. You can find details about our standard service SLAs here and information about internet-related product SLAs here.