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OnPrem SLA

On-Premise Solutions – The Right Local Interflex System for Your Business

Digital solutions must align with your IT and security strategy. If your company prioritizes full control, customized configurations, and in-house data management, operating your system locally is the right choice.

Interflex gives you the flexibility to run all essential applications – from access control and visitor management to time tracking and workforce scheduling – in an on-premise setup within your own IT environment. This allows you to manage your systems independently, meet industry-specific compliance requirements, and tailor security measures to your individual need

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Advantages of the On-Premise Solution

  • Full data sovereignty: Your data remains within your infrastructure – protected according to your own security policies.
  • Maximum flexibility: Customize the software to fit your IT environment and business processes.
  • Update control: You decide when and how updates are installed.
  • Seamless integration: The solution integrates smoothly into your existing system landscape – ensuring stable and secure operations.
  • Tailored technology: You define the requirements – we deliver the right solution.

And to keep everything running smoothly: Our SLA packages for your On-Premise solution

To ensure your systems remain not only secure but also consistently stable and efficient, we offer customized Service Level Agreements (SLAs) for your software and hardware.

Our SLA packages provide professional support for ongoing operations – tailored to your needs and with exactly the level of service you require.

Three SLA Packages – Choose the service level that fits your business

Our Service Level Agreements (SLAs) are clearly structured, transparent, and focused on what matters most. Choose from three packages: SLA one, SLA two, and SLA three – depending on the level of support you need.

Whether you prefer direct support, fast response times, or assistance for multiple service key users – you define the scope, and we deliver the right support.

With an SLA, you benefit from:

  • Reliable support for your systems from our experienced expert team
  • Predictable response times in case of service or support needs
  • Increased security and efficiency in the daily operation of your On-Premise solution

Name your service key users who can contact us directly when needed – we guarantee response within the agreed timeframes.

Contact us – We’ll be happy to advise you personally and help you find the SLA that best fits your needs.

Our SLA packages in detail

SLA Software

Service Level Agreement (SLA) Software
SLA PackageInterflex SLA oneInterflex SLA twoInterflex SLA three
Supported service key users246
Service hours19 a.m. – 5 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Email, 24/7 Self-Service8 a.m. – 6 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service6 a.m. – 8 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service
Consulting and new requirements2Billing per 15 minutes (monthly settlement, approval process required)15 hours/year included130 hours/year included1
Customer portalExpert FAQ, Ticket management, Base data maintenance, DownloadsExpert FAQ, Ticket management, Base data maintenance, DownloadsExpert FAQ, Ticket management, Base data maintenance, Downloads
Response times within service time Prio 114 hours2 hours by phone1 hour by phone
Response times within service time Prio 2116 hours12 hours8 hours
Response times within service time Prio 3124 hours
Software upgrade / software maintenanceOne upgrade per year of the productive system included, Service subject to a feeOne upgrade per year of the productive system included (including service)One upgrade per year of the productive system included, right to long-term version
Patch- / Client-InstallationBilling per 15 minutes (monthly settlement)Installation of relevant patches included, client installation on requestInstallation of relevant patches and client installations included
Service reportsMonthly reports available via the customer portal, annual review subject to a feeMonthly reports available via the customer portal, remote annual review (2 hours)Monthly reports available via the customer portal, annual meeting with evaluation on site
System health checkSubject to a feeEvery 24 months includedEvery 12 months included
Training Courses5 % discount2 days included per year 10 % discount for all further training courses2 days included per year 10 % discount for all further training courses

1Only for designated and trained key users of the service. Remote access required.↵
2Budget is per year, cannot be carried forward. Expenses are billed separately.↵

SLA Hardware

Service Level Agreement (SLA) Hardware
SLA-PaketeInterflex SLA oneInterflex SLA twoInterflex SLA three
Supported service key users246
Service hours19 a.m. – 5 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Email, 24/7 Self-Service8 a.m. – 6 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service6 a.m. – 8 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service
Managed Security (Security Check)Hardware vulnerability analysis (annual)Hardware vulnerability analysis (annual)Hardware vulnerability analysis (annual)
Customer portalExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloadsExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloadsExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloads
Response timesIn accordance with the concluded software SLAIn accordance with the concluded software SLAIn accordance with the concluded software SLA
Hardware maintenance for all defined Interflex components2Remote maintenance, RMARemote maintenance, RMA, repair/on-site service with replacement (hardware replacement subject to a fee)Remote maintenance, RMA, repair / on-site service with replacement device
On-site response time31–5 business days (subject to a fee)1–3 business days1 business day
FirmwareSubject to a fee50 % discount on FirmwareFirmware included
Device UpdateService subject to a fee (remote)Service subject to a fee (remote)Service included (remote)
Minimum Term12 month12 month12 month
Service ReportsMonthly reports available via the customer portal, annual talks Subject to a feeMonthly reports available via the customer portal, annual talks Subject to a feeMonthly reporting via the customer portal, annual meeting with on-site evaluation

Opendor card devices are excluded.
Battery replacement is not possible with Opendor air devices.

1Only for designated and trained key users of the service. Remote access required.↵
2Applies only to German locations.↵
3 For all components listed in the configuration sheet.↵

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