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 | Installation Support coverage unlimited, 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 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.