Every Univention product is delivered with a reliable support range, which can be selected from three UCS Enterprise Subscriptions depending on your requirements.
Enterprise Support
Support for UCS Enterprise Subscriptions in comparison
UCS | UCS | UCS | |
|---|---|---|---|
| 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 | Unlimited scope of subscription services, all other: subject to costs | Unlimited | Unlimited |
| Web form | |||
| Telephone | |||
| 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. | 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 | 2 / 4 / 4 / 8 hours Reaction time depending on the defined severity level |
Scope of support for Univention App Center
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 and Premium Subscription also include 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.
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 | UCS | UCS | |
|---|---|---|---|
| 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.