{"id":2689,"date":"2025-11-18T14:55:52","date_gmt":"2025-11-18T14:55:52","guid":{"rendered":"https:\/\/vysoft.eu\/support\/"},"modified":"2025-11-19T10:18:48","modified_gmt":"2025-11-19T10:18:48","slug":"support","status":"publish","type":"page","link":"https:\/\/vysoft.eu\/en\/support\/","title":{"rendered":"Support"},"content":{"rendered":"\t\t
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Scope of Support and
Response Times\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
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Scope of Support<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Included Products and Services:<\/div>

  • 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.<\/p><\/div><\/li>

  • Support is not effort-based, provided that a corresponding maintenance & support agreement has been concluded as part of the order.<\/p><\/div><\/li><\/ul>

    Exclusions:<\/div>

    • Technologies that do not originate from vysoft and are not a component of the delivered installation are not supported by vysoft Support.<\/p><\/div><\/li><\/ul><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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      Support Hours<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      vysoft Support is available on working days between 9:00 AM and 6:00 PM.<\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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      Severity and Response Times<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      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. <\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      SEVERITY<\/th>TIME TO FIRST RESPONSE<\/th>CUSTOMER COOPERATION OBLIGATION<\/th><\/tr><\/thead>
      A<\/div>

      Severe Impairment (The application is unavailable or not available for input, caused by software errors)<\/p><\/div><\/td>

      < 1 hour<\/div><\/td>
      • Confirmation of Severity<\/li>
      • Unrestricted Availability<\/li>
      • Continuous Cooperation until Problem Resolution<\/li><\/ul><\/div><\/td><\/tr>
      B<\/div>
      Medium Impairment (the application is available, but resource bookings are not possible due to software errors)<\/div><\/td>
      < 4 hours<\/div><\/td>
      • Confirmation of Severity<\/li>
      • Unrestricted Availability<\/li>
      • Continuous Cooperation until Problem Resolution<\/li><\/ul><\/div><\/td><\/tr>
      C<\/div>
      Minimal Impairment<\/div><\/td>
      < 8 hours or on the next working day<\/div><\/td>
      • Confirmation of Severity<\/li>
      • Availability during Support Hours<\/li>
      • Continuous Cooperation until Problem Resolution<\/li><\/ul><\/div><\/td><\/tr><\/tbody><\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        Scope of Support and Response Times Scope of Support Included Products and Services: vysoft Support is available for vysoft products […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"enabled","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2689","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/pages\/2689","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/comments?post=2689"}],"version-history":[{"count":3,"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/pages\/2689\/revisions"}],"predecessor-version":[{"id":2947,"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/pages\/2689\/revisions\/2947"}],"wp:attachment":[{"href":"https:\/\/vysoft.eu\/en\/wp-json\/wp\/v2\/media?parent=2689"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}