Unser Service Level Agreement (SLA) definiert die Rahmenbedingungen für die Standarddienstleistungen der linQsupply®-Plattform. Mit einem maßgeschneiderten SLA können wir Ihre spezifischen Anforderungen und Leistungen individuell anpassen.

Service Level Agreement – SLA

Unser Best Effort Service Level Agreement (SLA) skizziert die Bedingungen, unter denen inSyca IT Solutions GmbH („Anbieter“) die Standarddienstleistungen der linQsupply®-Plattform bereitstellt. In einem individuellen SLA können wir jedoch auch spezifische Anforderungen und Leistungen festlegen, die Ihren individuellen Bedürfnissen entsprechen.

Best Effort SLA

Der Begriff „Best Effort“ bedeutet, dass wir alle Anstrengungen unternehmen, um Ihnen eine zuverlässige, sichere und schnelle Dienstleistung zu bieten. Bitte beachten Sie jedoch, dass wir keine festen Verfügbarkeits- oder Reaktionszeiten garantieren können. Unser Fokus liegt auf Flexibilität und kontinuierlicher Verbesserung.

Our SLA serves as a framework for transparent communication and collaboration between you and us. We update it regularly to optimize our service and inform you of any significant changes. Please note that we do not accept any liability for any loss or damage that may arise from the use of our Service in accordance with this Best Effort SLA.

Additional option: SLA agreement

Would you like a more precise and firm agreement on service levels? At inSyca IT Solutions GmbH, you have the opportunity to create individual service level agreements (SLAs). These customized SLAs can set specific performance indicators, availability, and response times to meet your exact needs and expectations.

By customizing an SLA with fixed agreements, you get a clearly defined basis for the services of our linQsupply® platform that goes beyond the Best Effort SLA. Such individual SLAs enable us to adapt even more precisely to your needs and provide a reliable basis for our partnership-based cooperation.

If you are interested in such an agreement, we are happy to discuss your specific requirements and create a custom SLA.

Let's develop your individual SLA

Availability of cloud services

The availability of linQsupply® cloud services is based on the Service Level Agreement (SLA) of Microsoft Azure, the underlying cloud infrastructure. Microsoft Azure guarantees high availability of its services and relies on first-class data centers to ensure the smooth operation of the linQsupply® platform.

The Azure SLA guarantees at least 99.9% monthly uptime for virtual machines, Azure Blob Storage, and Azure Table Storage. This means that linQsupply® services are typically operated with very little downtime and customers can be confident in reliable availability.

It is important to note that certain factors beyond inSyca's direct control may affect availability. These include external network outages, internet congestion, or force majeure events. Nevertheless, inSyca is doing everything it can to maintain the high availability guaranteed by the Azure SLA and to ensure that customers can always access its linQsupply® services.

Cloud service availability measurement

  • Azure Cloud Services
    Microsoft measures the availability of Azure cloud services through a comprehensive approach that includes various methods and tools.
    • Microsoft offers the Azure Service Health Dashboard, which provides a real-time view of the status of Azure Services in different regions. It provides information about current issues, planned maintenance windows, and past incidents.
    • The Azure Status page provides detailed information about the status of individual services and regions. Customers can check the current status, past incidents and planned maintenance windows here. => Azure Status
    • Azure Monitor enables customers to monitor the performance and availability of their applications, resources, and workloads. It provides detailed insights into metrics, logs, and alerts.
    • Microsoft uses a distributed monitoring infrastructure to monitor the health of the various hardware and software components in Azure datacenters. This includes physical servers, network components, storage, and more.
    • Azure is built on a redundant architecture that ensures high availability through the use of Availability Zones and regions. These physical disconnects minimize the risk of failures.
    • Microsoft defines clear service level agreements (SLA) commitments for Azure services that specify guaranteed availability and performance. SLAs may vary by service and are publicly provided by Microsoft.
    • Automated monitoring tools continuously monitor the health of services. In the event of deviations from the defined thresholds, alerts are automatically generated to indicate potential problems.
    • Microsoft relies on proactive communication to inform customers about planned maintenance windows, service improvements, or potential issues. This is done through various channels, including email notifications and the Azure portal.
    • Microsoft conducts regular analysis and reporting on the performance and availability of Azure services. These reports help identify patterns, troubleshoot issues, and continuously improve the quality of services.
  • linQsupply® Cloud Services
    InSyca, as a SaaS provider, takes a solid approach to monitoring the availability of its services based on Microsoft Azure best practices. By leveraging advanced monitoring tools, such as the Azure Service Health Dashboard, Azure Status Page, and Azure Monitor, we ensure real-time monitoring of all resources and workloads in our Azure cloud infrastructure.

    Our monitoring systems are designed to identify potential problems at an early stage and generate automated alerts to indicate deviations from the defined thresholds. In the event of planned maintenance windows, service improvements, or any issues that arise, inSyca will proactively communicate with linQsupply®'s customers. This is done through various channels, including email notifications and the linQsupply® portal, to provide transparency and inform customers in a timely manner about the status, potential impact and actions taken. Our goal is to ensure reliable and transparent service availability so that our customers can always rely on their business-critical processes.

Support response times

inSyca strives to support customers with the best possible support to ensure that they respond quickly to any issues or requests that arise. Support response times may vary depending on the urgency and nature of the issue being reported.
These levels of support are our internal performance indicators (KPIs) that we use to measure and evaluate our support performance.

  • Critical support
    • Definition: Critical issues that significantly impact productivity or operations.
    • Response time: Within 2 hours during business hours.
    • Communication: Continuous updates until the problem is resolved.
  • Urgent support
    • Definition: Urgent issues that affect the use of key functions.
    • Response time: Within 4 hours during business hours.
    • Communication: Regular updates until the problem is resolved.
  • Normal support
    • Definition: General inquiries, training requests, or non-critical technical issues.
    • Response time: Within 1 business day.
    • Communication: Regular updates as needed.


Please note that support response times are based on a best-effort basis and are not a guarantee of immediate solutions.
However, at linQsupply®, we do everything we can to process your queries as quickly as possible and ensure that you receive the best possible support.

You can send us your requests by email to support@linQsupply.com or in the Teams chat.

In addition, telephone support is also available on +49 89 2154 6094, where your inquiries will be received personally by our staff and forwarded to the support team.

Submit a support request

To ensure that your support request is handled as efficiently as possible, we offer you various channels, including email and Teams chat. In order for us to help you quickly and effectively, it is important that you have all relevant information about the problem or your request ready. By providing this information, the support team can work more efficiently and resolve the issue faster.

  • Contact details
    • Your linQsupply® customer number
      • Business Plus => cno-xxxx-xx-xxxxx
      • Business Light => cno-xxxx-xx-xxxxx.mxxxxx
    • Name
    • Company
    • E-mail address
    • Caller's phone number
  • Type of problem
    A brief description of your problem or request.
  • Time of occurrence:
    When did the problem occur or when was the request made?
  • Screenshots
    If possible, screenshots or screen recordings that illustrate the problem.
  • Attachments
    Log files, logs, or other relevant documents that can help with analysis.
  • Error messages
    If you notice any error messages, it's helpful to report them to the support team.
  • Steps to reproduce
    If possible, describe the steps that led to the problem occurring.
  • Criticality of the problem
    An assessment of how urgently the issue needs to be addressed can help the support team prioritize.
  • By e-mail
    To submit a support request via email, please send your request to support@linQsupply.com.
  • Via Teams chat
    For direct interaction with our support team, you can also use the Teams chat.
  • By phone
    If you would like telephone support, you can reach our support team at the following number: +49 89 2154 6094.

Our support team strives to process inquiries as quickly as possible. Please understand that the processing time may vary depending on the complexity of the request. We do everything we can to help you with your questions or problems in the best possible way.
Please note the working hours of our support team. Outside of regular business hours, there may be longer response times.

Uncovered availability factors

It should be noted that certain cases, as described below, may affect availability. Availability does not apply to performance issues caused by the following circumstances:

  • General internet congestion, slowdown, or unavailability
  • Unavailability of general internet services (e.g., DNS servers)
  • Virus or hacker attacks
  • Force majeure
  • Caused by factors beyond linQsupply®'s control, including, but not limited to, force majeure events, problems related to the network operator or internet access, or related issues beyond the boundary point of linQsupply® or its direct hosting subcontractors (i.e. the point in the network where inSyca IT Solutions GmbH has access to and control over the linQsupply® services)
  • Acts or omissions by you or any third party beyond our control
  • Result of your equipment or third-party computer hardware, software, or network infrastructure that is beyond our control
  • Planned maintenance work on the SaaS infrastructure

Planned infrastructure maintenance

Planned maintenance times for the linQsupply® software will be proactively communicated to the registered linQsupply® user via email, Teams chat or other appropriate communication channels. We strive to notify maintenance at least forty-eight hours in advance. In addition, updates are uploaded to the SaaS infrastructure about four times a year, which can lead to short-term interruptions in service availability. We will inform you in advance of such updates.