You can reach us through our web contact form on business days (Mon-Fri):
- Europe: 8:00am - 5:00pm CET
- North America: 8:00am-5:00pm EST.
We differentiate four different categories on incident severity:
- LIMITED - Inquiries about features & functionality, minor incidents
- MODERATE - System malfunction, but basic functionality in place
- SEVERE - System failure causing severe business impact
- CRITICAL - Complete system failure - 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:
|Severity||Initial Response target||Resolution/update target|
|Moderate||24 hours||96 hours|
|Severe||4 hours||24 hours|
|Critical||1 hour||4 hours|
The table serves as a reference without any commitments.
Our support is currently only available in English.