For the fastest and most accurate handling of your questions, incidents, or change requests, we kindly ask that you always submit reports via email: support@thingsdata.com. A ticket will be created automatically, and you will receive a confirmation email for each status update.
Service Level Agreement
With a Service Level Agreement (SLA) from Thingsdata, you know exactly what to expect. Regular support is available on weekdays from 09:00 to 17:00. With an Extended SLA, you also receive support outside these hours — in the evenings, at night, on weekends, and during public holidays. Your report will always be handled according to the agreed terms, with clear confirmations and next steps.
SLA Levels
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SLA Levels
At Thingsdata, you can choose from four SLA levels, each tailored to your specific support needs:
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Basic SLA
Includes best-effort support.
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Advanced SLA
Includes 5x8 support (weekdays from 09:00 to 17:00).
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Premium SLA
Includes 7x4 support (support from Monday to Sunday, with a response time of 4 hours).
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Extended SLA
Includes 24x7 support (support at any time, including weekends and holidays, with a response time of 1 hour).
Contact Us
Service Level Agreement options
From Basic to 24/7 Extended, there’s always a service package that matches your business operations and urgency.
Fast response times for incidents
From a response within 8 hours to an immediate reaction for critical issues, depending on priority and SLA choice.
Always insight into progress and actions
Each report receives a unique ticket ID and regular updates, so you always know exactly what the current status is.
Expert support, readily available
Access to experienced specialists via phone and email, with guaranteed follow-up according to SLA agreements.
How to submit a report
Underlying Agreements
The SLA of Thingsdata is partly dependent on agreements with our suppliers. As a result, the quality, speed, and continuity of our services are aligned with the technical capabilities and availability of the solutions we provide. We do everything possible to ensure reliable service within these parameters.