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

Our Best Effort Service Level Agreement (SLA) outlines the conditions under which inSyca IT Solutions GmbH (“provider”) provides the standard services of the linQsupply®platform. In an individual SLA we can, however, define specific requirements and services that meet their individual needs.

Best Effort SLA

The term “Best Effort” means that we make every effort to provide you with a reliable, secure and fast service. Please note, however, that we cannot guarantee permanent availability or response times. Our focus is on flexibility and continuous improvement.

Our SLA is used as a framework for the transparent communication and cooperation between you and us. We update it regularly to improve our services and inform you of any significant Changes. Please note that we accept no liability for any loss or damage caused by the use of the service in accordance with this Best Effort SLA.

Additional Option: SLA agreement

You want a more accurate and solid agreement on Service Levels? In inSyca IT Solutions GmbH, you have the possibility to create an individual Service Level Agreements (SLAs). These tailor-made SLAs can set specific performance indicators, availability, and response times to meet your exact requirements and expectations.

Due to the individual design of SLAs with fixed agreements, you will receive a clearly defined basis for the services of our linQsupply®platform goes beyond the Best Effort SLA beyond. Such individual SLAs allow a more precise adaptation to your needs, and provide a reliable basis for our partnership.

If you are interested in such an agreement, we are at your disposal to discuss your specific requirements and to create an individual SLA.

Let us be your individual SLA develop together

Availability of the Cloud services

The availability of the linQsupply®Cloud services 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 a monthly uptime of at least 99.9 % for virtual machines, Azure Blob Storage and Azure Table Storage. This means that linQsupply®services are usually operated with very low downtime, and customers on a reliable availability can trust.

It is important to note that certain factors outside the direct control of inSyca, can affect the availability. For this purpose, the external network failures, Internet congestion or Force-Majeure events. Nevertheless, inSyca committed by the Azure SLA guaranteed high availability to maintain and ensure that customers can always access your linQsupply®services.

Measurement of the Cloud Service availability

  • Azure Cloud Services
    Microsoft is a measure of the availability of the Azure Cloud Services through a comprehensive approach that includes various methods and tools.
    • Microsoft offers the Azure Service Health Dashboard that provides a real-time overview of the Status of Azure services in different regions. It informs about current issues, planned maintenance window 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 window. => Azure Status
    • Azure Monitor allows customers to monitor the performance and availability of your applications, resources and workloads. It provides detailed insights into metrics, logs, and alerts.
    • Microsoft uses a distributed monitoring infrastructure, to monitor the status of the various Hardware and software components in Azure data centers. 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 separations to minimize the risk of default.
    • Microsoft defined a clear SLA obligations (Service Level Agreements) for Azure services that specify the guaranteed availability and performance. The SLAs may vary depending on the service and provided by Microsoft to the public.
    • Automated monitoring tools continuously monitor the state of services. In the event of deviations from the defined threshold values are automatically generated alerts to potential problems.
    • Microsoft relies on proactive communication to inform customers of scheduled maintenance window, service improvements or possible issues. This is done through a variety of channels, including E-Mail notifications and the Azure Portal.
    • Microsoft conducts regular analysis and reports about the performance and availability of Azure services. These reports help to identify patterns, solve problems, and to improve the quality of our services continuously.
  • linQsupply® Cloud Services
    InSyca as a SaaS provider has a robust approach to Monitoring the availability of its services on the Basis of best practices of Microsoft Azure. Through the use of advanced monitoring tools, such as Azure Service Health Dashboard, the Azure Status page, and Azure Monitor, we ensure a real-time Monitoring of all the resources and workloads in our Azure Cloud infrastructure.

    Our surveillance systems are designed to identify potential problems at an early stage and to generate automated alerts on deviations from the defined threshold values to add. In the case of planned maintenance Windows, service improvements, or problems inSyca will communicate proactively with customers from linQsupply®. This is done through a variety of channels, including E-Mail notifications and the linQsupply®Portal, in order to create transparency and to inform customers on a timely basis of the Status, potential impacts, and the measures taken. Our goal is to provide a reliable and transparent service to ensure availability, so that our customers can always trust on your business-critical processes.

Support Response Times

inSyca strives to support our customers with the best possible Support to ensure that in case of problems or inquiries quickly responds. The Support response times may vary depending on the urgency and nature of the reported problem.
These support our internal performance indicators (KPIs) against which we measure our support services and rate levels.

  • Critical Support
    • Definition: Critical issues that affect the productivity or the operation considerably.
    • Response time: Within 2 hours during business hours.
    • CommunicationContinuous Updates to the problem.
  • Urgent Support
    • Definition: Urgent problems that affect the use of key functions.
    • Response time: Within 4 hours during business hours.
    • CommunicationRegular Updates to the problem.
  • Normal Support
    • Definition: General requests, training requests, or non-critical technical issues.
    • Response time: Within 1 business day.
    • Communication: Regular Updates as needed.


Please note that the Support response times Best-based Effort Basis, and is no guarantee for instant solutions.
We linQsupply®, however all it can to respond to your requests as quickly as possible and ensure that they are the best support possible.

You can send us your inquiries by E-Mail support@linQsupply.com or in a Teams Chat to send.

In addition, telephone Support number+49 89 2154 6094 available to you in your requests personally by our staff and the Support Team will be redirected.

To submit a support request

In order to ensure that your support request is processed as efficiently as possible, we offer a variety of channels, including E-Mail, and team Chat. So, we can help you quickly and effectively, it is important that you keep all the relevant information about the Problem or request. By providing this information, the Support Team can work more efficiently and the Problem 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
    • The phone number of the caller
  • Nature of the problem
    A short description of your problem or request.
  • Time of occurrence:
    When the Problem occurred, or when the request was made?
  • Screenshots
    If possible, Screenshots, or screen shots that illustrate the Problem.
  • Attachments
    Logs, logs, or other relevant documents that can help in the analysis.
  • Error messages
    If error messages appear, it is helpful to have this to the Support Team.
  • Steps to reproduce
    If possible, describe the steps that led to the Occurrence of the problem.
  • Criticality of the problem
    An assessment of the urgency of the Problem needs to be fixed, it can help the Support Team in the prioritization.
  • By E-Mail
    To submit a support request via E-Mail, to send your request support@linQsupply.com.
  • Via Teams Chat
    For a direct interaction with our Support Team, you can also use the team Chat.
  • By Phone
    If you wish to have a telephone support, you can reach our Support Team at the following number: +49 89 2154 6094.

Our Support Team strives to process requests as quickly as possible. Please understand that the processing time may vary depending on the complexity of the matter. We will do everything to help you with your questions or problems in the best way possible.
Please note the working hours of our Support team. Outside of regular business hours, it may come to longer reaction times.

Not covered availability factors

It should be noted that in certain cases, as described below, the availability can affect. The availability shall not apply to performance issues that are caused by the following circumstances:

  • General Internet congestion, slowdown or unavailability
  • Non-availability of common Internet services (e.g., DNS Server)
  • Virus or hacker attacks
  • Force Majeure
  • Due to factors beyond the control of linQsupply®, including, but not limited to, force majeure events, problems in connection with the network operator or Internet access or related problems beyond the limit point of linQsupply® or its direct Hosting subcontractors addition, i.e., go (over the point in the network, to the inSyca IT Solutions GmbH has access and control over the linQsupply®-services)
  • Acts or omissions by you or third parties outside of our control
  • A result, your equipment or third-party supplied computer hardware, software, or network infrastructure that is outside of our control
  • Planned maintenance work on the SaaS infrastructure

Planned Infrastructure Maintenance

Scheduled maintenance times for the linQsupply®Software will be communicated via email, team Chat, or other appropriate means of communication proactively to the registered linQsupply® users. We strive to maintenance work at least show forty-eight hours in advance. In addition, about to be uploaded four times in the year updates in the SaaS infrastructure, which can lead to short-term interruptions in the availability of services. We will inform you in advance of such Updates.