Scope of support and response times

Scope of support

Included products and services:

  • The vykon/vysoft support is available for vysoft products as a contact for the named application owner (for application-specific inquiries) or the IT department (for infrastructure inquiries) at the customer side

  • The support is not effort-based, insofar as an appropriate maintenance & support agreement was concluded within the scope of the order

Demarcation:

  • Technologies that do not originate from vykon/ vysoft and are not a constituent of the delivered installation are not supported by vykon/ vysoft support

Support times

The vykon/vysoft support is available on working days between 9am and 6pm

Severity and response times

The initial response time corresponds to the period of time between submitting the support request and the point in time when you are contacted by a vykon/vysoft support employee and they begin processing your support request. This response time varies depending on the severity of the impact of the issue on business operations.

Severity Impact on customer business operations Duration until the first reaction Duty to cooperate at the customer's
A Serious impairment (The application is unavailable or unavailable for input due to bugs in the software) < 1 hour
  • Severity confirmation
  • Unlimited availability
  • Continuous cooperation until problem solved
B Moderate impairment (the application is available, but resource bookings are not possible due to bugs in the software) < 4 hours
  • Severity confirmation
  • Unlimited availability
  • Continuous cooperation until problem solved
C Minimal disruption < 8 hours or next working day
  • Severity confirmation
  • Availability during support hours
  • Continuous cooperation until problem solved