24/7 SLA & On-Call
M7
€20,000 – €25,000 / year
Vendor on-call coverage for pools that cannot afford downtime.
Response-time matrix
| Severity | Description | First response | Owner |
|---|---|---|---|
| Critical | Production down or actively losing money | 15 minutes | On-call lead |
| High | Severely degraded performance | 1 hour | On-call engineer |
| Normal | Bug or routine question | 4 hours business | Vendor team |
| Low | Feature request / wish-list | Next planning cycle | Roadmap |
Included
- Priority bug-fix queue
- 24/7 on-call engineering (1 lead + 1 backup)
- Monthly health-review video call
- Quarterly performance audit (PDF report)
- Direct Telegram / Signal hotline
- Vendor monitoring of your Sphere via opt-in WireGuard tunnel
- Hot-patch deployment for security CVEs
Not included
- ○New feature development (always paid separately)
- ○On-site visits (billed at travel + day rate)
- ○Hardware replacement (insurance / hardware vendor)
- ○Network connectivity (your ISP)
Contact channels (active customers only)
Phone hotline number is shared via NDA on contract signature. Telegram and e-mail are public; please tag CRITICAL or HIGH in the subject so the on-call lead is paged immediately.
The M7 SLA is an annual recurring contract on top of any base license. We do not subcontract on-call — every page reaches a PreBlock engineer directly. Coverage starts on the calendar day of payment receipt.