Summary of Service Levels
For details see the information on Product Maintenance.
| Support Option | Support Coverage | Support Handling | Service Levels | |||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Support Type | Calculation | Type of Assistance | Scope | Event Type | Issue Type | Support Level | Support Extension | Service Hours | Priority | Response Time |
| Standard Support (mandatory) |
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 hour | |||||||||
| 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 (supplementary) |
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 hour |
| 2nd Level Support | ||||||||||
| Long Term Support (supplementary) |
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 (supplementary) |
individual quotas based on daily rates | Request for Service | Information, Advise, Best Practice | Service Request | Question Coaching | 1st Level Support | Ticket System | Standard Service Hours | Minor Issue | up to 12 hrs. |
| 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 and German public holidays: 12am - 12pm
- Abbreviations
- CET: Central European Time (UTC+1)
- CEST: Central European Summer Time (UTC+2)
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
