Enterprise Support

Every Univention product is delivered with a reliable support range, which can be selected from three UCS Enterprise Subscriptions depending on your requirements.

Prices for UCS Enterprise Subscriptions

Support for UCS Enterprise Subscriptions in comparison

UCS
Base Subscription

UCS
Standard Subscription

UCS
Premium Subscription

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

Includes all documented features of UCS

Support incidents

Support coverage unlimited, all other: none

Unlimited

Unlimited

Web form

Email

Telephone

Support time

Monday till Friday 9 a.m. till 5 p.m. CE(S)T. On 24th and 31st of December only until 1 p.m. CET.

Monday till Friday 9 a.m. till 5 p.m. CE(S)T. On 24th and 31st of December only until 1 p.m. CET.

Monday till Friday 9 a.m. till 5 p.m. CE(S)T. On 24th and 31st of December only 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

2 / 4 / 4 / 8 hours

Reaction time depending on the defined severity level


Scope of support for Univention Corporate Client (UCC)

Prerequisite for the support of the following functions is a valid Enterprise Subscription for Univention Corporate Server (UCS) and Univention Corporate Client (UCC).


UCS
Base Edition

UCS
Standard Subscription

UCS
Premium Subscription

All features documented in the UCC manual



Service level extensions

As an extension to the  UCS Enterprise Subscriptions “Standard” and “Premium”, 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.


I

II

III

IV

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

6 a.m. till 10 p.m. CE(S)T

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 (1/2/3/4)

2 / 4 / 8 / 16 hours

2 / 4 / 8 / 16 hours

2 / 4 / 8 / 16 hours

1 / 4 / 8 / 16 hours



Problem handling without support agreement

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 send us a note / description of the problem.