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 / 7||8h / 5||Installation support|
|the phone||the phone||the 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.
|Problem category||Premium 24h / 7||Standard 8h / 5||Basic|
|1 - Critical||Up to one hour||Up to one hour||One business day|
|2 - High||Two hours||Four hours||One business day|
|3 - Medium||Four hours||One day||One business day|
|4 - Low||One day||Two days||Two business days|
Customer support system:
|Support channels||EuroLinux support||Standard support available on the market|
|dedicated phone number|
|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|