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 freemium users and paying customers:
|Paying Customer||You get support with service hours. The SLA listed below apply.||Paid License needed|
|Freemium User||Use the forum for free to ask questions to the community. No SLA applies.||Non-paid License|
The response times, as well as the versed solution times, are defined as follows depending on the priority of the support case:
|Priority||Level||Description||Availability||Time until qualified feedback||Planned solution time|
|1||Emergency||A complete shutdown of the productive system, no more work can be done.||No availability||< 4 hours||24 hours|
|2||Critical||A problem causes a failure of central functions, which leads to the disruption of productive daily business.||Limited availability||12 hours||48 hours|
|3||Non-Critical||Minor interruptions to normal business operations due to malfunctions. In addition, any error in a test- or consolidation system.||Availability||24 hours||28 days|
|4||Minor||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.||Availability||48 hours||28 days|
Below you see the process of the standard support.