MAINTENANCE AND SUPPORT
Our commitment: From the component to the complete solution.
CUSTOMIZED SUPPORT FOR SUSTAINABLE USE.
Customer service from our experts for your questions and concerns. We offer you a standard or premium service for your security environment. On request, we can support you with individual maintenance and support models that are precisely tailored to your needs, even 24 x 7.
STANDARD SUPPORT
STANDARD+PLUS SUPPORT
COVERAGE
Our products and partner products
Our products and partner products
CONTACT AND AVAILABILITY
Support phone (8x5)
Support phone (8x5)
On call (24/7)
SERVICES
CRYPTAS Product Maintenance
CRYPTAS Product Maintenance
Provision of patches, updates & new releases
Provision of patches, updates & new releases
Incident and problem management
Incident and problem management
24 x 7 coverage for critical incidents (severity level 1) via technical on-call service
RESPONSE TIMES DURING SERVICE HOURS (09:00-17:00) MEZ/CET
Severity Level 1: 4 hours
Severity Level 1: 4 hours (24x7)
Severity Level 2: 8 hours
Severity Level 2: 8 hours
Severity Level 3: 2 working days
Severity Level 3: 2 working days
Severity Level 4: 5 working days
Severity Level 4: 5 working days
PREMIUM SUPPORT
PREMIUM+PLUS SUPPORT
COVERAGE
Customer solutions, our products and partner products
Customer solutions, our products and partner products
CONTACT AND AVAILABILITY
Support phone (8x5)
Support phone (8x5)
Premium Support Portal
Premium Support Portal
On call (24/7)
SERVICES
CRYPTAS Product Maintenance
CRYPTAS Product Maintenance
Provision of patches, updates & new releases
Provision of patches, updates & new releases
Incident and problem management
Incident and problem management
Access to the Premium Support Portal from defined QPs (Qualified Person)
Access to the Premium Support Portal from defined QPs (Qualified Person)
Support in preparing the installation of patches and updates
Support in preparing the installation of patches and updates
Quality assurance measures prior to the delivery of patches and updates in accordance with the Support Agreement
Quality assurance measures prior to the delivery of patches and updates in accordance with the Support Agreement
Information requests (how-to support)
Information requests (how-to support)
24 x 7 coverage for critical faults (severity level 1) via technical readiness
RESPONSE TIMES DURING SERVICE HOURS (09:00-17:00) MEZ/CET
Severity Level 1: 1 hour
Severity Level 1: 1 hour (24x7)
Severity Level 2: 4 hours
Severity Level 2: 4 hours
Severity Level 3: 8 hours
Severity Level 3: 8 hours
Severity Level 4: 3 working days
Severity Level 4: 3 working days
Do you have any questions or need more information?