All our plans for teams and organizations include email and chat support from Monday to Friday during regular business hours. We look forward to providing you with help and advice.

With an Enterprise and Gold SLA, you also receive remote assistance by phone or video call and we guarantee an initial response to incidents within 8 business hours, depending on severity.

Starter Business Enterprise Gold
Subscription Price –1 –1 –1 € 1499.00 / mo2
Email & Chat Support
Remote Assistance –
Extended Support – – –
Incidents / Month 1 1 2 4
Severity 1 (Urgent)
First Response – – 8 Business Hours 8 Business Hours
Resolution – – 32 Business Hours 16 Business Hours
Severity 2 (High)
First Response – – 16 Business Hours 8 Business Hours
Resolution – – 7 Business Days 3 Business Days
Severity 3 (Normal)
First Response – – 24 Business Hours 8 Business Hours
Resolution – – 14 Business Days 7 Business Days
Severity 4 (Low)
First Response Best Effort 24 Business Hours 24 Business Hours 24 Business Hours
Resolution Best Effort Best Effort Best Effort Best Effort
Starter Business Enterprise Gold

Severity Definitions

Response and resolution times are based on the support level you have chosen.1 Our team will make reasonable efforts to meet response and resolution times for issues that fall within the scope of its own software. Business hours are Monday through Friday from 9 am to 5 pm CET, excluding holidays.2

The following severity definitions should be used when reporting incidents:

Severity 1 (Urgent)

Any error reported by the customer where the majority of users of a particular part of the software are affected. The error has high visibility, there is no workaround, and the customer's ability to run its business is affected.

Severity 2 (High)

Any error reported by the customer where the majority of users of a particular part of the software are affected. The error is highly visible, but there is a workaround available. However, performance may be impacted or functionality may be limited, and it is affecting revenue.

Severity 3 (Normal)

Any error reported by the customer where the majority of users of a particular part of the software are affected. The error is highly visible, but there is a workaround available. However, performance may be impacted or functionality may be limited, but it is NOT affecting revenue.

Severity 4 (Low)

Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.

Professional Services

You are welcome to contact us if you require additional services beyond those included in your plan.

Our training, consulting and development services can be booked either on a daily basis or in advance for a specific contingent, depending on your individual needs.

  1. Starter, Business and Enterprise support are included with our team plans. ↩

  2. Gold support is optional and will be billed annually. Please contact us for extended support on weekends and holidays. ↩