Overview of the support offers for Univention products

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.

Independently of our commercial support offers, you also have the possibility to contact us free of charge at any time and discuss the best ways to employ our products in our forum. Please also refer to our support database.

Licensing, maintenance and support offers

In addition to software maintenance, every UCS licence also includes a support package. You have the option of choosing between installation, standard and premium support. All the support packages include the right to contact the support as often as necessary during the term of the contract with no restrictions; they thus offer a solid basis for calculations and high economical security. The packages differ in terms of the software packages and procedures covered by the support and in terms of the response times.

In addition, for application scenarios in which the support is only required very rarely, Univention also offers a case-based calculation procedure with its ad-hoc support.

Moreover, it is also possible to purchase expanded service level agreements (SLAs). These expand the hours in which support can be contacted to 7 days a week and 24 hours a day and reduce the response time to one hour (24x7x1).

As an expansion to the support and service level agreements, partners and end customers can also reserve a technical account manager (TAM) as a fixed, technical contact partner for all questions concerning the employment of Univention products.

Further information on our support offers and an overview of the available support contract types and SLAs can be found on the following pages:

• Support and service contract
  Contact per mail or telephone

• Service level agreements (SLAs)

  Service level expansions to our support contracts

• Free support

  Support by e-mail and in the forum