Support Contract and SLAs
Our Customer Orientation: Your Success is Our Goal!
We place great emphasis on providing optimal support and information to our customers, as we understand that this is a crucial factor for a successful partnership. Therefore, we are here to support you even after the implementation of our solutions through our customer service. Our customer service team works with you to find solutions via tickets, phone, remote support, or on-site assistance. Our intuitive ticket system is available 24/7, allowing you to transparently track the status of your issues.
Our support contracts and SLAs offer you the best possible assistance in resolving your problems and continuous development.
What are Support Contracts and SLAs?
Support contracts are agreements between a company and a customer that define the type and manner of customer support. They specify which services the provider provides, how quickly they respond and how the quality of the support is guaranteed.
A Service Level Agreement (SLA) is an agreement between a company and a customer that defines the performance targets for support, e.g. availability, support and response times according to priority.
After concluding a support contract with COSMO CONSULT, you are entitled to the service levels specified in the contract.
If we are not commissioned to do so, your request will be processed in accordance with available capacities within the framework of the statutory regulations.
Our SLAs
We respond to malfunctions of a software product during the service period depending on the severity and support contract.
Individual contractually agreed service levels (SLA) apply accordingly.
COSMO CONSULT prioritizes all support requests based on the following severity levels:
| Severity | Definition |
|---|---|
| Critical | Complete system failure Operational disruption that severely restricts the use of the entire system or critical areas. The restrictions are so severe that it is not possible to operate the system at all or only with disproportionately high additional effort. |
| High | Partial system failure Operational disruption with an impact on the functionality or availability of the system, but without making it impossible to use the entire system |
| Medium | Faults that make the work more difficult but can be remedied by a workaround solution |
| Low | Faults that do not significantly impede the work |
| Change Request | Change requests for the software product |
Depending on the type and the severity of the support requests and your support contract model, the following defined response times apply.
(Deviating response times are possible by agreement).
| Severity | Responsetime BASIC* | Responsetime Premium* |
|---|---|---|
| Critical | 8 hours | 2 hours |
| High | 8 hours | 2 hours |
| Medium | 24 hours | 8 hours |
| Low | 40 hours | 16 hours |
| Change Request | - | - |
When you submit an error report, the response time is the period between our receipt of your report and when COSMO CONSULT begins working on it.
This starts the moment your support request is logged in the MyCOSMO ticket system.
We provide support within the agreed-upon support hours, as defined in your contract (e.g., Monday - Friday, 8:30 AM - 6:00 PM)
For support requests opened outside of business hours (e.g. at weekends or on public holidays), the response time begins within the next business hours.
The response times only apply to support requests that are made via the channels agreed in the support contract and recorded as a ticket in the MyCOSMO ticket system.
Don't you have a support contract yet?
We will be happy to help you select the optimum support contract for your needs!