Support Options

Summary of Support Options

Customers with commercial licenses benefit from a number of support options that provide quick access to the SOS Ticket System, resources and options for contact to SOS GmbH support team. Customers are guaranteed service levels including response times. For details see the information on product maintenance.

Options for Ongoing Support

Standard Support

… more information

24/7 Support

… more information

Options in Addition to Ongoing Support

Long Term Support

  • Support option on top of Standard Support or 24/7 Support to prolong the delivery of maintenance releases for up to three years starting from the last public maintenance release.
  • Support is provided during Standard Service Hours.
  • Support is provided for severity: major issue

… more information

Service Request Support

  • Service Request Support is available on top of Standard Support or 24/7 Support and provides answers to customer questions, advice on configuration issues, build and installation support and coaching on best practices.
  • Support is provided during Standard Service Hours.

… more information

Summary of Service Levels

For details see the information on product maintenance.

Service Levels

Support Option Support Coverage Support Handling Service Levels
Contract Type Calculation Type of Assistance Scope Event Type Issue Type Support Level Support Extension Service Hours Priority Response Time
Standard Support 15% of license fee Request for Support Software Maintenance Incident Problem Defect/Bug 1st Level Support Ticket System Standard Service Hours Minor Issue up to 12 hrs.
      Defect Support     2nd Level Support     Major Issue up to 12 hrs.
                  Production Standstill up to 1 hr.
    Request for Change Feature Updates Change Improvement Enhancement 3rd Level Support Ticket System Standard Service Hours Minor Issue up to 12 hrs.
24/7 Support

(on top of Standard Support)

20% of license fee Request for Support Defect Support Incident Problem Defect/Bug 1st Level Support Ticket System Extended Service Hours Production Standstill up to 1 hr.
            2nd Level Support        
Long Term Support

(on top of Standard or 24/7 Support)

10% of license fee Request for Support Defect Support Incident Problem Defect/Bug 3rd Level Support Ticket System Standard Service Hours Major Issue up to 12 hrs.
Service Request Support individual quotas based on daily rates Request for Service Information, Advise Service Request Question Coaching 1st Level Support Ticket System Standard Service Hours Minor Issue up to 12 hrs.
(on top of Standard or 24/7 Support)     Build Support     2nd Level Support Online Support      
      Installation Support       Virtual Site Visits      

     

    Service Hours

    • Standard Service Hours
      • Monday - Friday: 9am - 4 pm CET/CEST, except for German public holidays
    • Extended Service Hours
      • Monday - Friday: 12am - 9am and 4pm - 12pm CET/CEST
      • Saturday, Sunday & German public holidays: 12am - 12pm

     

    ​Priorities

    Priorities are calculated from a matrix of severity and impact of issues on functionality and business processes:

    • Severity
      • High: a problem that severely affects system functionality
      • Medium: a problem that reduces system functionality
      • Low: an issue that does not require immediate attention
    • Impact
      • Critical: business processes in a production environment are restricted
      • Major: multiple persons or business operations are affected
      • Minor: a single person or business operation is affected
    • Resulting Support Priority Matrix

    support_priorities.png

    Abbreviations