SLA and Service Packages in the PicoCore Service Catalogue
Pico's service catalogue consists of four fixed service packages: Basic, Essential, Extended, and Premium. The packages are structured to support different levels of maturity, risk profiles, and business criticality within the customer's system landscape. The difference between the packages is not about access to Pico as an organisation, but about the degree of availability, preparedness, monitoring, and ongoing operational support.
The packages are described below as reference content, with a focus on scope and application.
Basic Package
The Basic package is the most fundamental service package and provides access to Pico's support hotline. It is relevant for customers where the solution is stable, business criticality is limited, and where the primary need is access to support for specific questions or incidents.
Basic does not include guaranteed response times, access to a dedicated or qualified team, or support for critical systems. There is also no monitoring, out-of-hours preparedness, or ongoing operational follow-up. The package is typically used in solutions with low complexity, or where the customer manages the majority of operations and monitoring themselves.
Essential Package
The Essential package extends Basic with a more structured support model. It includes guaranteed response times via Pico's support system, as well as access to a qualified team that knows the solution and its context.
The package covers support for critical systems and light monitoring of these. The monitoring is limited in scope and is intended to identify known issue types, but without extended preparedness or active handling outside normal working hours. Essential is relevant for customers where the solution supports core processes, but where requirements for availability and preparedness are still moderate.
Extended Package
The Extended package is aimed at solutions that are business-critical, where stable operations and fast response are essential. The package includes all elements from Essential and expands with more comprehensive monitoring of critical systems.
Software management is included, meaning that Pico actively supports the maintenance and handling of software components. Extended also includes emergency preparedness during holiday periods between 08:00–16:00 CET. The package is well suited to organisations with higher complexity, multiple integrations, and a greater dependency on the solution being available and functioning correctly.
Premium Package
The Premium package is the most comprehensive service package and is designed for solutions with very high business criticality. In addition to the content of Extended, Premium offers customer-specific monitoring of critical systems, where surveillance and alerts are tailored to the specific solution and business.
The package includes software management, holiday emergency preparedness (08:00–16:00 CET), weekend and public holiday preparedness, and elevated out-of-hours preparedness. It also includes operational meetings and continuous reporting, providing ongoing insight into the system's status, incidents, and areas for improvement.
Premium is typically used in solutions where PIM, customer portals, integrations, or other central data platforms are directly business-critical, and where both stability, transparency, and close collaboration around operations are necessary.
Context and Application
The service packages are designed as a scalable foundation that can be adapted to the customer's needs over time. The choice of package is closely linked to the complexity of the solution, data criticality, and organisational maturity. In a Pico context, the packages are often used as a natural extension of PIM, integration, and platform solutions, where operations and support are seen as an integrated part of the overall collaboration.