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Support Options

Ongoing Support

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.

Standard Support

24/7 Support

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