Priorities and service categories

The Technical Support handles your support requests the support times from Monday to Friday, but not on federal holidays, between 9.00 am and 6.00 pm. Different support times, for example a 24x7 support for emergencies, may apply if you agreed on this in your software maintenance agreement.


Priorities and service categories

The Technical Support handles your support requests the support times from Monday to Friday, but not on federal holidays, between 9.00 am and 6.00 pm. Different support times, for example a 24x7 support for critical problems, may apply if you agreed on this in your software maintenance agreement.

When submitting a support request you are able to assign a priority. This priority is to be in accordance with the service categories described below. The priority you choose will be checked for reasonability by the Technical Support and may be changed. If you do not assign a priority we automatically assume an average priority.

Emergency (Service Category 5)

Software is not usable at all. For example if the Software server does not react and a reboot of the server is not possible or if it is not possible to log onto the system.

Start of diagnosis within 2 to 3 hours.

Critical (Service Category 4)

Core functions for servicing and generating publications of the Software are materially affected due to a malfunction, thus preventing reasonable commercial exploitation. There are no acceptable or economically feasible technical and/or organizational possibilities to by-pass the problem. An example is: a publication is not possible although important information needs to be published soon.

Start of diagnosis within 8 hours.

High (Service Category 3)

Sub-functions of the Software are malfunctioning. Maintenance services, amendment of content and the generation of publications continue to be possible, in principle. An example is: preview for editors not functioning properly.

Start of diagnosis within 3 days.

Average (Service Category 2)

The overall functionality of the Software is not affected but a problem occurs in a sub-function which is not material. These include, e.g.: Software cannot be started on a computer.

Start of diagnosis within 10 days.

Low (Service Category 1)

General questions and inquiries for which a solution or answer is not urgent.

Start of diagnosis within 10 days.


Changing the priority of a ticket

After submitting a support request you can change the assigned priority using the following placeholders in a new ticket comment:

  • #priority low
  • #priority average
  • #priority high
  • #priority critical
  • #priority emergency

The priorities are to be chosen in accordance with the service categories described above.

You can also use these placeholders in emails when submitting a new request or answering to an existing one. We do suggest to always use the ticket system, though.