Q: What do the different SLA levels mean on purchase?

A: Please read on for a explanation of the different SLA levels


As you may already know, we've changed to a more customer-oriented subscription model.
Effective immediately, all products are available as a base product with optional SLA level support.

Why we are doing this:

As you may know, delivering high quality support (which we believe we do) is very cost-intensive.
Unfortunately, we cannot do this for free - even we need to pay our bills.

As already mentioned, all products are now available in 3 flavours:

  • As a base product with a download period of 12 months (1 year) , WITHOUT commercial support
  • With the additional option 'SLA-72'
  • Or with the additional option 'SLA-24'

Now what do these 3 options mean in detail?

1. - Base product without commercial support

This option means that you are purchasing the download product with a update period of 12 months (1 year).
You can download the respective latest version of the product for 12 months.

However, this option contains NO commercial support by eXtro media - this is why we recommend puchasing this option only if you renew your subscription (i.e. you already use the product successfully and only need updates), or if your web skills are good enough to solve all problems by yourself.

2. - SLA-72

This option contains the base product (see above) plus support.

If you order this option, you are entitled to receive support for 3 incidents with a guaranteed reaction time of 72 hours on working days and support for 15 minutes per incident.

Please have also a look at our SLA description page for further information:

3. - SLA-24

This option contains the base product (see above) plus support.

If you order this option, you are entitled to receive support for 6 incidents with a guaranteed reaction time of 24 hours on working days and support for 15 minutes per incident.

Please have also a look at our SLA description page for further information:


Optionally, you can also get support if you purchase a Support ticket in our shop.
This ticket entitles you to receive support for one of our eXtensions for 1 incident with a guaranteed reaction time of 48 hours on working days and support for 20 minutes.

2015-06-25