Service Request Support

This Support Option is available in addition to Standard Support or 24/7 Support and covers requests for assistance with configuration, answers to questions and coaching. It does not cover requests that are related to bug reports and change requests.

Prerequisites for Handling of Support

Support Scope

  • Provide build and installation support
  • Provide answers to customer questions and advise on configuration issues
  • Perform coaching on best practices

Service Levels

  • Standard Service Hours: Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidays
  • Service Level Objectives
    • Response Time: up to 12 hrs.
    • Support Priorities: Minor Issue

Support Quota

  • This support option is provided by individually sized support quota.
  • Ask for a quote that covers specific needs of your organization.

 

Send us an e-mail with your request for Service Request Support