Our Support plans are designed to offer a first class support. Our customers can take advantage of our expertise to troubleshoot and answer any need and demand.

Each Support Plan consists of a certain number of tickets at a premium price and defined support hours.

Our Support is focused on technical troubleshooting and problem resolution.

You need to know

Incident Handling
All Support Plans require the Customer to open a support ticket. There are two types of support tickets:

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Email Communication
Customers send an email to our support team. An automated e-mail reply is sent back to customers with the support ticket number. A Support Engineer contacts the customer via e-mail or phone within the agreed response time.

Phone Communication
Our customers can call our technical support. In case the Customer doesn't send an email to open a support ticket, our support team opens a support ticket on behalf of the of the Customer.

Additional info

Support plans have a billing period of three months.

• A Customer that has exceeded the number of monthly support incidents, can only purchase additional support incidents of their active support plan. In case support is required outside hours covered by the purchased support plan, customer will have to upgrade to the appropriate support plan.
  
  
• A customer may upgrade their support plan at any time during a billing period but can only downgrade at the end of a billing period.
  
  
• A support plan is upgraded during the next business day.

• Since support services cover customer’s Cloud Catalogue Services, support related subscriptions can only be cancelled in case a Channel Partner has chosen to cancel all of their Cloud Catalogue Services.