Support order

We offer the following support options in addition to the regular service and update support. If you need instant support, this is the best way to order.

Requested reaction time This is the time you want to have a reaction from us. A reaction is defined as the situation that we have accepted your issue, start working on it and give feedback to you. It does not mean that the issue will be solved in this timeframe, since there are many parameters we cannot influence (i.e. external partner availability, network issues etc.). Under normal conditions, we will solve all problems within a very short time, usually within a few hours, sometimes even minutes. This definition is only our security.

Maximum solution time: This is the maximum time (in hours) we spend on your issue. You will be informed if the maximum time is reached, so you can decide to invest more time into the solving process or not.

Desired contact method: We would like to contact you the most direct way possible, so we can react fast. Telephone contact is prefered, but others may apply, too.

What happens after submitting the form: Our automatic ticket system creates a ticket with the given SLA (see "reaction time" above). You will be contacted by a support staff member as fast as possible, where all details will be discussed. The automatic ticket system supports escalations, so if your ticket has not started within the half of the reaction timeframe, the operating management takes care your case gets a higher priority.

What if my reaction time is missed: You only pay for what you get, so if you i.e. request a 4h reaction time, but unfortunately we answer after 6h, you only pay for the 8h SLA. The nearest possible SLA is taken into account.

What if my support option already covers the 2 weeks request: In this case you don't have to pay anything.

What if a bug in OS4X causes the problem: Then you don't have to pay anything. The bug will be fixed as soon as possible and a software update will be released.