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:
| Paying Customer | You get support with service hours. The SLA listed below apply. | Paid License required |
| Non-Paying Customers | Use the forum for free to ask questions to the community. No SLA applies. | Non-paid License |
Service-Level-Agreement
The response times, as well as the versed solution times, are defined as follows depending on the priority of the support case:
| Priority | Level | Support Portal Ticket Priority | Description | Availability | Time until qualified feedback | Planned solution time |
|---|---|---|---|---|---|---|
| 1 | Emergency | Urgent | A complete shutdown of the productive system, no more work can be done. | No availability | < 4 hours | 24 hours |
| 2 | Critical | High | 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 | Medium | 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 | Low | 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 standardoperation. | Availability | 48 hours | 28 days |
Below you see the process of the standard support.
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