SLA & coverage

Response Options Built Around Real Site Conditions

Service levels are qualified against the location, required skills, ticket completeness and engineer availability—then confirmed in writing.

Check coverage

Controlled delivery model

Ticket

Qubit

Engineer

Response framework

Onsite response options

Targets begin only after Qubit accepts a complete ticket. Onsite response means engineer arrival, not guaranteed technical resolution.

Step 01

Ticket accepted

A complete ticket starts the applicable target.

Step 02

Coverage checked

Location, skills and availability are qualified.

Step 03

Attendance

The target measures engineer arrival at site.

Compare 6 service levels

Service level 01

4-Hour Response

Acknowledgement: 30 minutes
Coverage confirmation: Within 60 minutes
Attendance target: Within 4 clock hours

Key condition

Pre-approved locations and written confirmation

Service level 02

Same Business Day

Acknowledgement: 30 minutes
Coverage confirmation: Within 2 business hours
Attendance target: Same business day

Key condition

Complete ticket cut-off: 11:00 local time

Service level 03

Next Business Day

Acknowledgement: 30 minutes
Coverage confirmation: Within 4 business hours
Attendance target: Next business day

Key condition

Complete ticket cut-off: 15:00 local time

Service level 04

2 NBD

Acknowledgement: 1 business hour
Coverage confirmation: Confirmed in writing
Attendance target: Within 2 business days

Key condition

Complete, accepted ticket

Service level 05

3 NBD

Acknowledgement: 1 business hour
Coverage confirmation: Confirmed in writing
Attendance target: Within 3 business days

Key condition

Complete, accepted ticket

Service level 06

Scheduled

Acknowledgement: Confirmed in writing
Coverage confirmation: Confirmed in writing
Attendance target: Agreed date and time

Key condition

Written assignment confirmation

The comparison can be focused and scrolled with a keyboard when it extends beyond the viewport.

Onsite response comparisonAcknowledgement, coverage confirmation, attendance target and the condition attached to each service level.
Service level	Acknowledgement	Coverage confirmation	Attendance target	Key condition
4-Hour Response	30 minutes	Within 60 minutes	Within 4 clock hours	Pre-approved locations and written confirmation
Same Business Day	30 minutes	Within 2 business hours	Same business day	Complete ticket cut-off: 11:00 local time
Next Business Day	30 minutes	Within 4 business hours	Next business day	Complete ticket cut-off: 15:00 local time
2 NBD	1 business hour	Confirmed in writing	Within 2 business days	Complete, accepted ticket
3 NBD	1 business hour	Confirmed in writing	Within 3 business days	Complete, accepted ticket
Scheduled	Confirmed in writing	Confirmed in writing	Agreed date and time	Written assignment confirmation

Service window and SLA rules

These operating conditions apply unless another arrangement is agreed in writing.

Standard service hours are Monday to Friday, 09:00–18:00 local site time.
Public holidays are excluded unless separately agreed.
The SLA may pause while waiting for access, equipment, credentials, approvals, remote support or missing information.
Weekend or 24/7 support requires a separate written agreement.

Europe-wide coverage

We coordinate onsite assignments across Europe. Coverage is confirmed for every city against the service type, schedule, language, technical skill and suitable engineer availability.

Four-hour coverage condition

Four-hour attendance is available only in pre-approved locations with suitable engineer coverage and written Qubit acceptance.

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Share the location, date, Scope of Work and required service level. We’ll review the request and confirm suitable coverage.

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