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:
| Premium | Standard* | Basic |
|---|---|---|
| 24h / 7 | 8h / 5 | Installation support |
| the phone | the phone | the phone |
| www | www | www |
| 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 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 |
|---|---|---|
| www | ||
| 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 |