Support

Eligibility

Customers, who have an active subscription to Unified Contacts are eligible for our support services. The support is included in the subscription fee of Unified Contacts.

Scope

Our support services cover technical assistance for administrators:

• For the most current version in our production channel

• Technical questions about features of Unified Contacts

• Support for incidents regarding Unified Contacts

Access

You can access our support in the tab "help" on our main product web-site (https://www.unified-contacts.com/).

Using this web form will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail. Depending on the support case, our support-engineers may decide to offer Microsoft Teams meetings to work on issues together with customers.

Language

Our engineers are happy to support you in these languages:

• English

• German

Support hours

• Monday-Friday

• 08:00-18:00 CET / CEST

• Except for public holidays in Hesse / Germany, Christmas Eve and New Year's Eve

Response time

Typical < 8 hours for incidents

Response time is defined as the duration between the report of the incident and the start of the incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.