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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.

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 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.
  • Support Quota
    • This support option is provided by individually sized support quotas

Summary

Summary of Support Options and Service Levels

 

Support Option

Support Coverage

Support Handling

Service Levels

Contract TypeCalculationType of AssitanceScopeEvent TypeIssue TypeSupport LevelSupport ExtensionService HoursPriorityResponse Time
Standard Support15% of license feeRequest for Support

SoftwareMaintenance

Defect Support

Version Support

Incident ProblemDefect/Bug

1st Level Support

2nd Level Support

Trouble Ticket SystemStandard Service Hours

Minor Issue

Major Issue

Production Standstill

up to 12 hrs.

up to 12 hrs.

up to 1 hr.

  Request for ChangeFeature UpdatesChangeImprovement Enhancement3rd Level SupportTrouble Ticket SystemStandard Service HoursMinor Issueup to 12 hrs.
24/7 Support
(includes Standard
Support)
35% of license feeRequest for SupportDefect SupportIncident ProblemDefect/Bug

1st Level Support

2nd Level Support

Trouble Ticket SystemExtended Service HoursProduction Standstillup to 1 hr.
Service Support
Request
individual quotas based on daily ratesRequest for ServiceInformation, Advise
Build Support
Installation Support
Service RequestQuestion Coaching

1st Level Support

2nd Level Support

Trouble Ticket System

Online Support

Virtual Site Visits

Standard Service HoursMinor Issueup 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

I

M

P

A

C

T

Critical

Major
Issue

Major
Issue

Production

Standstill 

Major

Minor

Issue

Major

Issue

Major
Issue

Minor

Minor

Issue

Minor
Issue

Minor
Issue

 

Low

Medium

High

 

S E V E R I T Y

 

Abbreviations

  • CET: Central European Time (UTC+1)

  • CEST: Central European Summer Time (UTC+2)

     

 

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