You can reach us through our web contact form on business days (Mon-Fri):
- Europe: 08:00 - 17:00 CET (Central European Time)
- North America: 8am-5pm ET (Eastern Time)
We differentiate four different categories on incident severity:
- Normal - Inquiries about features & functionality, questions and minor incidents
- Medium - Issues experienced during application development or during evaluation
- High - Need for support during setup or installation
- Urgent - Complete system failure, production emergency
Response & Resolution Targets
We are striving to provide the best possible support to our partners. We are targeting the following initial response and resolution times based on your set incident severities:
|Normal||Initial Response Target||Resolution/Update Target|
|Medium||24 hours||96 hours|
|High||4 hours||24 hours|
|Urgent||1 hour||4 hours|
The table serves as a reference without any commitments.
Our support is currently only available in English.