Support Channels
You can reach our experts through various support channels. We support you in the way that suits you best and offer you support that is tailored to your needs.
Our support channels are:
- Our emergency hotline
- Ticketing system (support portal)
- Email support
System access requirements for support services:
- VPN
- Online meeting session (software access provided by CYBERTEC)
SLA & Response Times
Our company offers preferential treatment for support requests via 24/7 and 9/5 emergency hotline. The following response times for emergency hotline requests are available:
| PRIORITY | RESPONSE TIME | DESCRIPTION |
| HIGH PRIORITY | max. 30 minutes | Problems that cause downtime (such as core dumps within PostgreSQL) or problems that suggest potential data loss are classified as high-priority. |
| MEDIUM PRIORITY | max. 4 hours | Issues that do not endanger the 24/7 operation but which stop development or lead to problems in the foreseeable future are classified as medium priorities. |
| LOW PRIORITY | “next business day” | Questions that are only intended for clarification are managed under low priority. |
For email support as well as for the ticketing system, no preferential treatment can be offered. Our consultants will get to you as soon as possible.
Support Packages
Check out our various support offers and find the right package for your company!
Support Packages >>