Silver Support

Gold Support

Platinum Support

• Commercial Support with SLAs
• Access to new software releases (patches, updates, and upgrades)
• E-mail support
• Emergency support
• Usage of ticket system: 1 account
• Response time to critical defects - 8 hours
• Support for production environment
• Support for one integration

• Up to 5 seats

• Everything in Bronze Support, plus:
• Installation of new software releases
• Telephone support: 8am - 5pm CET/CEST
• After-hours emergency support
• Usage of ticket system: 2 accounts
• Response time to critical defects - 4 hours
• Support for test environment
• Support for two integrations

• Up to 10 seats

• Everything in¬†Silver Support, plus:
• Information Service
• Installation of hotfixes
• Dedicated support manager
• Usage of ticket system: 5 accounts
• Response time to critical defects - 2 hours
• Support for custom features/modules
• Advisory support for customer success
• Real-time support via screen sharing
• Onboarding Support
• Creation of custom configurations
• Developer support in written form
• Support for staging environment
• Support for multiple integrations
• System integration monitoring

• Up to 20 seats

• Everything in Gold Support, plus:
• Highest priority
• Individual conditions
• Development of custom functionality/modules
• Dedicated Support Team
• Extended support hours
• Access to Exclusive Resources
• VIP support by our management team
• Support for additional environments

• 20+ seats

• Contract term: 3 months
• Notice period: 1 month
• Billing: for 3 months in advance

• Contract term: 3 months
• Notice period: 1 month
• Billing: for 3 months in advance

• Contract term: 3 months
• Notice period: 1 month
• Billing: for 3 months in advance

• Contract term: Negotiable
• Notice period: Negotiable
• Billing: for Negotiable