Our business customers enjoy email and chat support directly from our team. It is available during regular business hours from Monday to Friday on a best-effort basis.
We also offer remote assistance via phone and video call upon request. In addition, customers can choose to receive Enterprise or Gold Support, which guarantee a first response within 8 business hours, depending on severity.
|Subscription Price||–1||–1||€ 1499.00 / mo2|
|Email & Chat Support|
|Incidents / Month||1||2||4|
|Severity 1 (Urgent)|
|First Response||–||8 Business Hours||8 Business Hours|
|Resolution||–||32 Business Hours||16 Business Hours|
|Severity 2 (High)|
|First Response||–||16 Business Hours||8 Business Hours|
|Resolution||–||7 Business Days||3 Business Days|
|Severity 3 (Normal)|
|First Response||–||24 Business Hours||8 Business Hours|
|Resolution||–||14 Business Days||7 Business Days|
|Severity 4 (Low)|
|First Response||24 Business Hours||24 Business Hours||24 Business Hours|
|Resolution||Best Effort||Best Effort||Best Effort|
Response and resolution times are based on the support level you have chosen.1 Our team will make reasonable efforts to meet response and resolution times for issues that fall within the scope of its own software. Business hours are Monday through Friday from 9 am to 5 pm CET, excluding holidays.2
The following severity definitions should be used when reporting incidents:
Severity 1 (Urgent)
Any error reported by the customer where the majority of users of a particular part of the software are affected. The error has high visibility, there is no workaround, and the customer's ability to run its business is affected.
Severity 2 (High)
Any error reported by the customer where the majority of users of a particular part of the software are affected. The error is highly visible, but there is a workaround available. However, performance may be impacted or functionality may be limited, and it is affecting revenue.
Severity 3 (Normal)
Any error reported by the customer where the majority of users of a particular part of the software are affected. The error is highly visible, but there is a workaround available. However, performance may be impacted or functionality may be limited, but it is NOT affecting revenue.
Severity 4 (Low)
Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.
In addition to the support included in your product subscription, you are welcome to contact us for a wide range of professional services, including custom development, consulting and training.
Professional and Enterprise Support are included with your product subscription. ↩
Gold Support is optional and will be billed annually. Please contact us for extended support on weekends and holidays. ↩