Support and response times
Which support you get, and how quickly we answer.
Who helps with what depends on your operating model. We operate the platform in both models; the difference is how much of your application we take on.
Who owns what
| When this happens | Starter | Managed Applications |
|---|---|---|
| The platform has an outage | We fix it | We fix it |
| The portal or API misbehaves | We fix it | We fix it |
| You hit a limit or a guardrail | We explain it and tell you the options | We explain it, and act on it if your scope covers that |
| Your deployment fails | Yours, unless we caused it | Ours, if your scope covers that application |
| Your application needs configuring | Yours | Ours, if your scope covers it |
| A release needs approving | Yours | Yours, unless you have explicitly delegated it |
How urgent is it
| Level | What it means |
|---|---|
| Critical | The platform is broadly down, environments are not properly separated, or a contracted production system is affected. |
| High | Something is badly degraded and the workaround is poor. |
| Standard | An isolated problem, a request, or a question. |
What we commit to
| Self-service | Managed Basic | Managed Business | Enterprise | |
|---|---|---|---|---|
| Critical | 24 hours | 4 business hours | 2 business hours | Per contract |
| High | 24 hours | 1 business day | 4 business hours | Per contract |
| Standard | 24 hours | 1 business day | 1 business day | Per contract |
| Availability | Best effort, no guarantee | Target 99.5 % per month | Target 99.5 % per month | Per contract |
| How to reach us | Email, and phone during business hours | A named contact |
Each time is the longest you wait for a first answer from a person: an assessment and the next step, not necessarily the fix.
- Self-service counts 24 hours, but weekends and public holidays in North Rhine-Westphalia do not count.
- Business hours are Monday to Friday, 9:00 – 17:00, excluding public holidays in North Rhine-Westphalia. A business day is one of those days.
In self-service, availability is best effort. We do not guarantee a figure. We aim for the highest availability we can reach, and the status page shows what we measure. A written availability target is part of the managed packages, which are described on the pricing page.
Faults in the platform itself are ours in every model, and the platform is built to repair them automatically first. Where your contract says something different from this page, your contract applies.
What to send us
The faster we can see what you see, the faster this goes:
- which organization and application it concerns;
- the affected namespace;
- what changed recently, including deployments;
- the exact error or status message;
- whether production is blocked;
- your best guess at the area: deployment, network, storage, billing, or the application itself.
Never send us secret values. If a credential is part of the problem, say so and we will tell you where to put it.