dbi FlexService · Service Level Agreement · Switzerland
Someone is already watching.
Operations,
one level above.
The right question is not "will your platform fail?" It is "who is already watching when it does?"
A board-level risk
Downtime is not an IT problem. It is a board problem.
When a core platform stops, the cost is rarely measured in server hours. It is measured in transactions that did not clear, patients or citizens left waiting, a regulator's question you cannot yet answer, and trust that takes far longer to rebuild than the system did to recover. The decision to insure that risk is not a technical one. It is a question of how much uncertainty your organization is willing to carry, and how quickly you want it gone.
We can help you get your bases covered.
Operation and guarantees
Three service level agreements. You choose the certainty.
Every dbi FlexService SLA names a guaranteed reaction time and a defined volume of intervention. You know what you get, and what it costs, before we intervene.
FlexService +++
Highest cover
Complete management of your platform, run as if it were ours.
An expert responds within
30 minutes
Included intervention
12 hours / year per component
FlexService ++
Proactive monitoring that catches the problem before you feel it.
An expert responds within
1 hour
Included intervention
6 hours / year per component
FlexService +
Senior experts on standby, ready the moment you call.
An expert responds within
2 hours
Included intervention
Experts on demand, billed as used
FlexService tailor-made
None of the three fits exactly? We shape the agreement around your platform — the reaction time, the annual hours and the layers that match your real risk.
Reaction time is the guaranteed time to a first expert response.
Add-on extensions
Add any of these to any level.
Extensions are optional add-ons. Start with the FlexService level that fits, then add only the extensions where your exposure is real. Nothing more.
+ 7×24 on-call
Round-the-clock coverage. Nights, weekends and holidays included, so the watch never stops.
+ Operating system
Cover extended down to the OS layer, not just the database above it.
+ High availability
Resilience built in, so a single failure does not become an outage.
+ Security
Hardening, patch discipline and response folded into the same agreement.
What we cover
One agreement across your whole stack.
A FlexService SLA is not limited to the database. It spans on all the layers a platform depends on, and the technologies your organization already runs.
Areas of expertise
Data & analytics
Platform & infrastructure
Engineering & automation
Security
Technologies we cover
Open Source
Control-M
Service management held to standard
Promises you can audit.
A reaction time only means something if the discipline behind it is real. dbi FlexService runs on an audited service-management system, certified to two international standards, so the guarantee on paper is the guarantee in practice.
ISO 27001
A certified information security management system. Your data is handled to a recognized security standard, not an internal best effort.
ISO 20000 (ISO/IEC 20000-1)
Certified IT service management, aligned with ITIL. The way incidents are handled is itself audited and accountable.
What customers say
Trusted in Switzerland's highest-stakes environments.
Reliability is a key factor in our business. In addition, we work with several IT technologies. That's why we rely on the experts of dbi services for monitoring and maintaining our databases. The dbi FlexService SLA contracts and the expertise delivered by dbi services fully meet our expectations.
The fastest way to stop worrying about it.
Know exactly what you're covered for. Before you need it.
Bring us your platform and we will show you where each level lands, then shape the cover around your real risk. One conversation, and you leave knowing precisely what you get and what it costs.
Request your SLA price calculator link on the contact page, and we will send it to you.
dbi services SLA team
"Tell us what keeps you up at night. We will already be watching by morning."