Every Univention product is delivered with a reliable support range, which can be selected from two UCS Enterprise Subscriptions depending on your requirements.
UCS |
UCS
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| Support coverage |
Installation, joining an AD domain (Active Directory Connection), installation of Apps. Charges apply for all further documented features of UCS. |
Includes all documented features of UCS |
| Support incidents |
Unlimited scope of subscription services, all other: subject to costs |
Unlimited |
| Web form |
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| Telephone |
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| Support time |
Monday till Friday 9 a.m. till 5 p.m. CE(S)T. On 24th and 31st of December until 1 p.m. CET. |
Monday till Friday 9 a.m. till 5 p.m. CE(S)T. On 24th and 31st of December until 1 p.m. CET. |
| Reaction time (severity level 1/2/3/4) |
16 / 24 / 24 / 36 hours Reaction time depending on the defined severity level |
4 / 4 / 8 / 16 hours Reaction time depending on the defined severity level |
| Find Partners | Contact Sales |
Prerequisite for the support is a valid Enterprise Subscription for Univention Corporate Server (UCS). The scope of support includes the installation of apps. The Standard Subscription also includes support for updates and uninstallation of apps.
Additional support such as the functionality of the app, integration with UCS, special configurations, etc. are the responsibility of the app provider. Details about app provider can be found in the app information in the App Center Catalog.
As an extension to the UCS Enterprise Subscriptions “Standard”, we offer a number of service level extensions, which can be used to procure longer service hours and shorter response times. Service level extensions include a yearly base audit for documenting the supported environment with the goal to react to support incidents promptly and optimally.
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II |
III |
IV |
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| Service level extension |
5 x 12h |
5 x 16h |
7 x 24h |
7 x 24h |
| Support hours |
7 a.m. till 7 p.m. CE(S)T. On 24th and 31st of December until 1 p.m. CET. |
6 a.m. till 10 p.m. CE(S)T. On 24th and 31st of December until 1 p.m. CET. |
0 a.m. till 12 p.m. CE(S)T |
0 a.m. till 12 p.m. CE(S)T |
| Response time according to severity level (1 / 2) |
2 / 4 hours |
2 / 4 hours |
2 / 4 hours |
1 / 4 hours |
If you decide on Enterprise Support, the order processing agreement (AVV) of 01.12.2022 automatically applies upon conclusion of the contract, insofar as personal data of the client is processed by Univention GmbH. As the customer, you can download the GCU here and add to it at the marked points.
Even without Enterprise Subscription, we are responsible for our products. If you don’t have a support agreement, but encounter a problem, which you want us to solve, you have the possibility to contribute in our help-forum.
