Support Channels
Please use the service desk system to create any kind of requests.
Access to our service desk system will be provided with the subscription. We are using a meeting tool of choice to make it easier and faster to look into your questions and issues together in some cases.
Support Availability
Time zone: Central European Time (CET, UTC +1)
Support days: Monday to Friday
Support times:
| Time Zone | Time |
|---|---|
| CET (Central European Time) | 09:30am to 10:30pm CET |
| CT (Central Time) | 02:30am to 03:30pm CT |
| PT (Pacific Time) | 00:30am to 13:30pm PT |
Ticket Priorities
Urgent Priority
Response time: up to 2h
Mission-critical services are unavailable. Issues in the storage layer cause a critical disruption. You are unable to serve customers, projects cannot be worked on, day to day operations are disrupted.
High Priority
Response time: up to 5h
Your services are still reachable, but a problem is causing minor issues to your services or resources. You are still able to serve customers and are able to carry out your day to day operations without heavy disruption.
Normal Priority
Response time: up to 12h
No major impact on your services, be it internal or external. You are able to carry out your day to day operations without disruptions. Used to investigate issues that are not directly causing service disruptions and for issues with development / test environments.
Low Priority
Response time: up to 20h
No impact on your any of your services, be it internal or external. Mainly used for non-critical questions and reminders (e.g., update notices).
Summary
| Priority | Response time |
|---|---|
| Urgent | up to 2h |
| High | up to 5h |
| Normal | up to 12h |
| Low | up to 20h |
Emergency Situations
Should you encounter an emergency issue at a time in which the support is not available anymore, please open the ticket with priority Urgent and set the Is this an emergency ticket? ticket field accordingly.