Support (2nd / 3rd level)
Swift troubleshooting and preventive measures for your operational readiness.
Reliable support for your operational readiness
Stay current with program updates. Our hotline, on-call service, and on-site service provide dependable assistance. We handle licence management, keep you compliant, safeguard your data with reliable backups, and empower your team with tailored training.
Our specialised, scientifically trained Data Science team is dedicated to 2nd- and 3rd-level support. With documentation and training, we help you keep 1st-level support running reliably on your side.
Support solutions for every need
| Basic | Standard | Premium | |
|---|---|---|---|
| Current-state analysis | Time & materials | Fixed price | Included |
| Restoration of operational readiness | |||
| Disruption preventing operation · Response time (h) | 8 | 4 | 1 |
| Disruption preventing operation · Completion time (h) | 8 | 4 | 4 |
| Disruption hindering operation · Response time (h) | 8 | 4 | 1 |
| Disruption hindering operation · Completion time (h) | 36 | 24 | 12 |
| Light disruption · Response time | During usual support hours | During usual support hours | During usual support hours |
| Light disruption · Completion time | Within the next update cycle | Within the next update cycle | Within the next update cycle |
| Maintaining operational readiness (preventive measures) | Time & materials | Fixed price | Included |
| Provision of new program versions | Time & materials | Fixed price | Included |
| Hotline | None | None | Yes |
| On-call service | None | Yes | Yes |
| On-site service | None | None | Yes |
| Licence management | None | None | Yes |
| Data backup services | Time & materials | Fixed price | Included |
| Training | Time & materials | Fixed price | Included |
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