Scope of services
With a maintenance contract, you keep your software up to date and benefit from all corrections and improvements that we release during the term of the contract. With a maintenance contract you can also use our support hotline, which will answer your questions about the product, advise you on how to use the product and help you if you have any problems with the product.
Even while the statutory warranty is still running, a maintenance contract is worthwhile for you because it offers you much more than just troubleshooting. Specifically, it includes the following services:
All patches and updates released during the term of the contract
- You will automatically receive major releases from us.
- You will receive minor releases and patches automatically if they solve a problem you reported or if they contain a change you requested.
- We will be happy to send you other minor releases and patches free of charge upon request.
- If you wish, you will receive access to our FTP server from which you can download new software versions.
A support hotline that you can use as often as necessary
- You can reach our hotline by telephone Monday to Friday from 9 a.m. to 4 p.m. (except on public holidays in the state of Baden-Württemberg).
- You can also contact the hotline by email.
- No special numbers, only the fees for normal landline or mobile phone connections apply.
- You will receive a response from us no later than 6 working hours after your request.
Even if we cannot offer you a solution to your problem by then, our support will contact you. We often have a workaround ready for you that avoids the problem. Or, with your support, we can try to find out more about the cause of the problem so that we can solve it faster and better. - We provide you with comprehensive advice on all questions relating to the use of a product. We specifically address your development situation and find individual solutions for you.
- If you report an error in the software to us, we will provide you with an error number so that you can inquire about the processing status at any time.
Additional services
In addition to the services included in the maintenance contract, we offer you the following additional services for a separate fee:
- Installation support, by telephone or on-site.
- Direct service package
- An annual quota of person-days that you can access and use for analysis, consulting, training, development support, etc. during the term of the maintenance contract.
- You can choose how many person-days your quota should include; As a rule, however, no more than two days can be accessed at a time.
- If you need support from us on a larger scale, we would be happy to inform you about our range of services.
- Individual patches outside of the planned release cycle.
