Characteristics
Standard Support
- Prerequisites for Handling of Support
- Issue Types supported: issues related to Incidents, Problems, Changes (Defect/Bug, Improvement, Enhancement)
- Support Priorities: Minor Issue, Major Issue, Production Standstill
- Support Scope
- Product Maintenance, Defect Support, Version Support, New Releases
- Support covers: Product Defects and Documentation Defects
- Workarounds are communicated if applicable
- Service Levels
- Standard Service Hours: Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidays
- Service Level Objectives
- Support Priorities: Minor Issue, Major Issue
- Response Time: up to 12 hrs.
- Support Priorities: Production Standstill (Impact: critical, Severity: high)
- Response Time: up to 1 hr.
- Support Priorities: Minor Issue, Major Issue
24/7 Support
- Prerequisites for Handling of Support
- Supported Issue Types: issues related to Incidents (Defect/Bug)
- Support Priorities: Production Standstill (Impact: critical, Severity: high)
- Support Scope
- Defect Support
- Support covers Product Defects
- Workarounds are communicated if applicable
- Service Levels
- Service Levels for Standard Support Option are inherited
- Extended Service Hours: Mon-Fri 12am-9am and 4pm-12pm CET (UTC+1) resp. CEST (UTC+2) Sat-Sun, German public holidays 12am-12pm
- Service Level Objectives
- Support Priorities: Production Standstill
- Response Time: up to 1 hr.
- Service Level Objectives
Service Request Support
- Prerequisites for Handling of Support
- Supported Issue Types: issues related to Service Requests (Questions, Coaching)
- Support Priorities: Minor Issue
- Support Scope
- Provide build and installation support
- Provide answers to customer questions and advise on configuration issues
- Perform coaching on best practices
- Service Levels
- Service Hours for Standard Support inherited
- Service Level Objectives
- Support Priorities: Minor Issue
- Response Time: up to 12 hrs.
- Service Level Objectives
- Support Quota
- This support option is provided by individually sized support quotas
Summary
Summary of Support Options and Service Levels
- Document: sos_product_maintenance_services.xlsx
Support Option | Support Coverage | Support Handling | Service Levels | |||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contract Type | Calculation | Type of Assitance | Scope | Event Type | Issue Type | Support Level | Support Extension | Service Hours | Priority | Response Time |
| Standard Support | 15% of license fee | Request for Support | SoftwareMaintenance Defect Support Version Support | Incident Problem | Defect/Bug | 1st Level Support 2nd Level Support | Trouble Ticket System | Standard Service Hours | Minor Issue Major Issue Production Standstill | up to 12 hrs. up to 12 hrs. up to 1 hr. |
| Request for Change | Feature Updates | Change | Improvement Enhancement | 3rd Level Support | Trouble Ticket System | Standard Service Hours | Minor Issue | up to 12 hrs. | ||
| 24/7 Support (includes Standard Support) | 35% of license fee | Request for Support | Defect Support | Incident Problem | Defect/Bug | 1st Level Support 2nd Level Support | Trouble Ticket System | Extended Service Hours | Production Standstill | up to 1 hr. |
| Service Support Request | individual quotas based on daily rates | Request for Service | Information, Advise Build Support Installation Support | Service Request | Question Coaching | 1st Level Support 2nd Level Support | Trouble Ticket System Online Support Virtual Site Visits | Standard Service Hours | Minor Issue | up to 12 hrs. |
Service Hours
- Standard Service Hours
- Monday - Friday: 9am - 4 pm CET/CEST, except for German public holidays
- Extended Service Hours
- Monday - Friday: 12am - 9am and 4pm - 12pm CET/CEST
Saturday, Sunday & German public holidays: 12am - 12pm
Priorities
Priority Matrix
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Abbreviations
CET: Central European Time (UTC+1)
CEST: Central European Summer Time (UTC+2)