Contact
Contact

Scope of Support and
Response Times

Scope of Support
Included Products and Services:

  • vysoft Support is available for vysoft products as a point of contact for the designated Application Owners (for application-specific inquiries) or IT (for infrastructure inquiries) on the customer side.

  • Support is not effort-based, provided that a corresponding maintenance & support agreement has been concluded as part of the order.

Exclusions:

  • Technologies that do not originate from vysoft and are not a component of the delivered installation are not supported by vysoft Support.

Support Hours

vysoft Support is available on working days between 9:00 AM and 6:00 PM.

Severity and Response Times
The initial response time corresponds to the period from the submission of the support request until you are contacted by a vysoft Support employee who begins processing your support request. This response time varies depending on the severity of the problem’s impact on business operations.
SEVERITYTIME TO FIRST RESPONSECUSTOMER COOPERATION OBLIGATION
A

Severe Impairment (The application is unavailable or not available for input, caused by software errors)

< 1 hour
  • Confirmation of Severity
  • Unrestricted Availability
  • Continuous Cooperation until Problem Resolution
B
Medium Impairment (the application is available, but resource bookings are not possible due to software errors)
< 4 hours
  • Confirmation of Severity
  • Unrestricted Availability
  • Continuous Cooperation until Problem Resolution
C
Minimal Impairment
< 8 hours or on the next working day
  • Confirmation of Severity
  • Availability during Support Hours
  • Continuous Cooperation until Problem Resolution
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