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Info

Please see our getting support page about how to get into contact with us.Check our Statuspage to see the availability of the Mibex apps family.

Support channels

You can get support through any of the following channels:

SLA for initial response to customer support requests

Classification

Criteria

Time to first response for issues

Level 1 

  • Critical loss of add-on functionality or performance resulting in high number of users unable to perform their normal functions.

Reported during business hours (8 a.m. - 6 p.m. CET, Monday - Friday), except on national holidays in Switzerland
within 8 hours

All other times

by 10 a.m. CET next business day (but we strive for within 12 hours)

Level 2 

  • Moderate loss of add-on functionality or performance resulting in multiple users impacted in their normal functions.
within 1 business day

Level 3 

  • Minor loss of add-on functionality
  • Issues encountered in a non-production environment.
within 2 business days
Level 4
  • Product feature questions
  • Product modification or enhancement requests
within 3 business days

...