Commercial support offers

Every Univention product is delivered with a reliable support range, which can be selected from three packages depending on your requirements. Each package offers you competent and reliable processing of your questions within the scope of its contents.

A comparison of all the support options

Support option

Installation support 

Standard support

Premium support

Description

Support package included with every UCS maintenance license for support in the commissioning of UCS

Extensive support offer covering all the standard applications of UCS (5x8x4)

Very extensive support offer with reduced reaction time during general working hours, also includes support for many UCS functions required in more complex scenarios (5x8x2)

No. of queries

Unlimited

Unlimited

Unlimited

Via online form

Via e-mail

Via telephone

General workdays*

Monday till Friday
9 a.m. till 5 p.m. CEST

Reaction time (severity level 1/2/3/4)**

16 / 24 / 24 / 36
hours

4 / 4 / 8 / 16
hours

2 / 4 / 4 / 8
hours

Highest service level available

5x8x16

7x24x1

7x24x1

Error diagnosis via remote maintenance

At severity level 1 at the discretion of Univention support personnel

Invoicedv

Per server

Per server or call

Per server or call

* Working days in Bremen / Germany. On the 24th and 31st of December from 09 a.m. till 1 p.m. CET.
**Reaction time depending on the defined severity level.

"Stand by" support on certain days (e.g. German holidays) is available on pre order. You can find price information in our pricelist


Scope of support for Univention Corporate Server (UCS)


Scope of support for Univention Corporate Client (UCC)


Scope of support for UCS@school


Service level extensions


Problem handling without support agreement