We offer our products with different support options and service level agreements which you can select to suit your personal requirements and can even combine.
The three Installation, Standard, Premium support packages include different possibilities for contacting the support, different supply spectra in terms of the software packages and procedures supported and different response times. The support hours in these packages are workdays from 9 a.m. to 5 p.m. (CET).
These additionally available service level expansions can extend these support hours to seven days a week, 24 hours a day and reduce the response time to one hour. In addition, the service level extensions include basic technical account management.
The ad-hoc support includes the same services as the standard support package but has a case-based calculation procedure. An ad-hoc ticket must be purchased and assigned prior to commissioning for every system for which ad-hoc support should be employed.
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 including reduced response time |
Number of questions | unlimited | unlimited / corresponding to the number of incidents/tickets reserved | unlimited |
|
|
| |
Website |
|
|
|
Telephone |
|
|
|
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)1 | 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 |
1 Response time in accordance with the defined severity level.
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 or please feel free to call us on: +49 (0)421 22232-20
Your ordered, running support contracts can be viewed in our portal (initially only available in German).
Discussion of technical problems
As a basic rule, the forum (initially only available in German) should be used for the general discussion of technical questions with Univention. The possibility of free communication with our support via feedback(at)univention.de is primarily intended for communication concerning circumstances which are not suitable for discussion in a public forum. Further free support can be found in our Community-Wiki (initially only available in German).
