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
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)
