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Service Levels

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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

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


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