Our carefree package for your
Production security
With our new service level agreements BASIC and PREMIUM, support is now even faster, more predictable and more secure. In case of an emergency, every minute counts: our SLAs help to reduce downtimes to a minimum – through prioritized access to our service team, defined response times and clear billing models. This allows you to invest directly in your production reliability – and in greater peace of mind.
BASIC
PREMIUM
Why wait so long?
You know how excellent our support is: once we get your request, we‘ll get back to you as soon as possible. Most issues can be fixed within the first 15 minutes by our trained techs, and this service is free for you! But sometimes that‘s not enough, so now you can save time — and stress — by upgrading to one of the new service level agreements.
Clear advantages that convince:
- Prioritized processing of your requests
- Controllable costs in the event of malfunctions
- Count on clearly defined response times
- The best support in terms of reliability and security
- Faster: no additional purchase requisitions for remote maintenance
- You are free to choose the contract model that suits you best
If you want to wait less: With BASIC, you save valuable time thanks to improved response times and the calculation agreement for remote maintenance assignments.
If you need even faster service: Choose PREMIUM with the shortest response time and benefit from pre-reserved and prioritized remote maintenance slots. Choose maximum support availability for only €1 per day!
FAQ
How do I correctly use my SLA agreement❓
When creating a ticket via the contact form, please enter your SLA contract number in the field “Contract number for prioritised service requests (SLA)”.
This ensures that your request is automatically assigned to your SLA agreement and that you receive the contractually agreed response times from our technical support team.
What is the duration of an SLA and how can I terminate it❓
The SLA agreement has a term of one year and renews automatically unless cancelled no later than three months before the end of the contract period.
Cancellation must be submitted in writing by email to:
service.aftersales(at)logopak.de
Do I need a formal quotation to order an SLA❓
No, this is not strictly required. After clicking “Request SLA pricing information”, you will initially receive a flyer containing a price overview.
If this information is sufficient, you may place an order directly with us.
Please simply provide:
- the required machine serial numbers
- the desired SLA option
Upon request, we will also be pleased to provide an official quotation in PDF format.
What response times apply under an SLA❓
BASIC SLA:
Guaranteed response on the same working day, provided the request is submitted via the form at least 2 hours before the end of business hours.
PREMIUM SLA:
Guaranteed response within 2 hours, provided the request is received at least 2 hours before the end of business hours.
Requests received outside these times will be processed promptly on the next working day.
Does Logopak still require a purchase order for chargeable support appointments❓
No.
With an active SLA, a separate purchase order is no longer required.
Billing is handled directly via the agreement, saving you time and eliminating administrative effort.
Under the PREMIUM SLA, all support services are fully covered.
What makes the PREMIUM SLA particularly attractive❓
With the PREMIUM SLA, you benefit from the fastest possible support and maximum planning reliability:
- Dedicated support slots are reserved for PREMIUM customers, meaning appointments with our experts are typically available on the same day.
- You receive a guaranteed response within the first 2 hours.
- No separate purchase order is required, as all services are covered by the agreement — saving time and reducing administrative workload.
- From as little as €1 per day, you gain increased production reliability and prioritised support.
- No additional support costs apply.
Download the Service Level Agreements (SLA) overview
Flyer: Logopak Service Level Agreements (SLA) - Service Fee
