The Simplifier Support occurs as 3rd level support as standard. In general we’ll provide support if it is a clear technical malfunction in Simplifier or in an application (if a additional support contract exists for this purpose).
The Simplifier Support will provide an error correction for the fastest possible restoration of the defined operating state.
A differentiation is made for support between non-paying customers and paying customers:
|You get support with service hours. The SLA listed below apply.
|Paid License needed
|Use the forum for free to ask questions to the community. No SLA applies.
The response times, as well as the versed solution times, are defined as follows depending on the priority of the support case:
|Time until qualified feedback
|Planned solution time
|A complete shutdown of the productive system, no more work can be done.
|< 4 hours
|A problem causes a failure of central functions, which leads to the disruption of productive daily business.
|Minor interruptions to normal business operations due to malfunctions. In addition, any error in a test- or consolidation system.
|Problems with non-critical functions that cause no or minor malfunctions. These can be caused by malfunctions or functions that are used irregularly or not in standard operation.
Below you see the process of the standard support.