Our company offers You three different levels of support: Premium, Standard, and Basic. In the case of higher levels of support (Standard and, above all, Premium) a broader spectrum of support services is provided. That includes extended service hours and more contact channels providing individual and personalised support.

A unique feature of our technical support is the ability to obtain support on-site, at no additional cost, which is not offered by the other vendors.

On-site service is provided by Architects and Administrators, the holders of the highest certificates in the field of Open Source technology.

Detailed differences between levels of support:

24h / 78h / 5Installation support
the phonethe phonethe phone
on-site **on-site **-

* Standard plus allows for additional and personalized support for the chosen projects. Tailoring the technical assistance to the indivdual needs of the customer
** when you buy a minimum of 50 subscriptions.

SLA-Response Times:

Problem categoryPremium 24h / 7Standard 8h / 5Basic
1 - CriticalUp to one hourUp to one hourOne business day
2 - HighTwo hoursFour hoursOne business day
3 - MediumFour hoursOne dayOne business day
4 - LowOne dayTwo daysTwo business days

Customer support system:

Support channelsEuroLinux supportStandard support available on the market
dedicated phone number
personalized support
on-site engineer
direct telephone contact with EuroLinux engineers
the highest possible technical qualifications as standard
support in English
L1 – simplified support providing a swift contact to support at L2 or L3 level
L2 – engineer
L3 – architect