Support Option: 24/7
The 24/7 support provides defect support during extended service hours. This is a supplementary support option on top of the mandatory Standard Support.
Prerequisites for Handling of Support
- See the full list of Support Options and information on Product Life Cycle and Product Maintenance
- 24/7 support comes on top of Standard Support
- Supported Issue Types: issues related to Incidents (Defect/Bug)
- Support Priorities: Production Standstill (impact: critical, severity: high)
Support Scope
- Defect support
- Support covers product defects
- Workarounds are communicated if applicable
Service Levels
- See Service Levels
- Service Levels for Standard Support are inherited
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
