24/7 Support

Prerequisites for Handling of Support

Support Scope

  • Defect Support
  • Support covers Product Defects
  • Workarounds are communicated if applicable

Service Levels

  • Service Levels for Standard Support are inherited
  • Extended Service Hours: Mon-Fri 12am-9am and 4pm-12pm  CET (UTC+1) resp. CEST (UTC+2) Sat-Sun, German public holidays 12am-12pm
  • Service Level Objectives
    • Response Time: up to 1 hr.
    • Support Priorities: Production Standstill

Delimitation

  • This support option provides ongoing support and is not limited to a specific release
  • Maintenance releases after the last public maintenance release are only available as part of Long Term Support

 

Send us an e-mail with your request for 24/7 Support