In terms of the required service times, the technologies and procedures to be supported by the support and the desired response times, organisations' requirements on support for Univention products are as varied as the organisations themselves and the Univention products they employ.
For this reason, every Univention product is delivered with a reliable support range, which can be selected from three basic packages depending on your requirements. Each package offers you competent and reliable processing of your questions within the scope of its contents.
For usage scenarios with rare need for support, Univention offers an ad-hoc support which is characterized by a case-based calculation procedure. In addition, extended service level agreements (SLAs) can be purchased.
Support option |
Installation support | Standard support | Premium support |
Description | Support during commissioning of UCS | Extensive support offer covering all the standard applications of UCS | Support for many of the UCS functions required in more complex scenarios |
Number of questions | unlimited | unlimited / corresponding to the number of incidents/tickets reserved | unlimited |
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Telephone |
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Support hours |
Monday to Friday
9 a.m. to 5 p.m. (CET) | Monday to Friday
9 a.m. to 5 p.m. (CET) | Monday to Friday
9 a.m. to 5 p.m. (CET) |
Response time
(according to severity level 1/2/3/4)* | 16 / 24 / 24 / 32 hours | 4 / 4 / 8 / 16 | 2 / 4 / 4 / 8 |
Highest available service level | 5x8x16 | 7x24x1 | 7x24x1 |
Basis for calculation | Depending on server | Depending on server / call | Depending on server |
Stand by support on certain days (e.g., on holidays) is possible if ordered in advance. Further price information can be found directly in our price list.
As an extension to the "Standard", "Premium" and "Ad-Hoc" support options, we offer a number of service level extensions which can be used to procure longer service hours and shorter response times.
Service level extension | 5 x 12 x 2 | 5 x 16 x 2 | 7 x 24 x 2 | 7 x 24 x 1 |
Support hours | 7 to 19 o'clock | 6 to 22 o'clock | 0 to 24 o'clock | 0 to 24 o'clock |
Response time according to severity level (1/2/3/4)* | 2 / 4 / 8 / 16 hours | 2 / 4 / 8 / 16 hours | 2 / 4 / 8 / 16 hours | 1 / 4 / 8 / 16 hours |
TAM (for a basis audit) | 8 hours / year for one basic audit | 8 hours / year for one basic audit | 8 hours / year for one basic audit | 12 hours / year |
Even without adequate support agreement we are responsible for our products. If you don't have a support agreement but encounter a problem which you want us to solve, you have the possibility to send us a note/description of the problem.
* Response time in accordance with the defined severity level (Severity-Level).
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