Standard Support

Prerequisites for Handling of Support

Support Scope

  • Product Maintenance: Software Maintenance, Defect Support, New Releases
  • Support covers: Product Defects and Documentation Defects
  • Workarounds are communicated if applicable

Service Levels

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

Delimitation

  • This support option provides ongoing support and is not limited to a specific release
  • Maintenance releases after the last public maintenance release are covered by Long Term Support

 

Send us an e-mail with your request for Standard Support