Customer Support Policy
When can I contact smartgroups GmbH for customer support?
This depends on where your company is based. The following table describes the availability of support for each region.
This depends on where your company is based. The following table describes the availability of support for each region.
All support times are excluding public holidays in Munich, Germany.
How can I reach customer support?
We handle support queries through written communication.
There is a simple way to contact us:
Send an e-mail to support@smartgroups.net – this will automatically open a ticket for you.
How fast will my problem be resolved?
We classify and prioritize each request according to the following definitions:
How can I reach customer support?
We handle support queries through written communication.
There is a simple way to contact us:
Send an e-mail to support@smartgroups.net – this will automatically open a ticket for you.
How fast will my problem be resolved?
We classify and prioritize each request according to the following definitions:
Priority
Priority Definition
Definition Response time
Our commitment
Urgently
SMARTGROUPs doesn't not work
Maximum 4 working hours
Continuous work to solve the problem as quickly as possible or create a workaround at an economically justifiable cost.
High
Considerable restrictions in using SMARTGROUPs
Maximum 1 working day
Continuous work to create a workaround solution as quickly as possible at economically justifiable expense.
Normal
Medium to low impact on the availability of SMARTGROUPs
Maximum 2 business days
Does not require immediate action. Errors can be corrected by adding a fix to the next software/code service release.
Low
Minimum or no impact on the availability of SMARTGROUPs
Maximum 5 business days
No immediate action required
What is the resolution process?
What are my duties during this process?
We provide the following for no additional fee to all customers under support:
What is covered by the maintenance?
We provide the following for no additional fee to all customers under support:
Are enhancements of features or new functionalities included in customer support?
No. If you would like to enhance the software or suggest new features, please contact us.
What do we warrant during the term of the agreement?
- You open a support ticket.
- Someone in our support team identifies the problem and replies with a solution or workaround.
- If your problem turns out to be a bug or feature request, the support team opens an internal ticket. The internal ticket is assigned to our development team to investigate further.
- The support team gives you periodic updates on the status of your support ticket.
What are my duties during this process?
We provide the following for no additional fee to all customers under support:
- Maintenance releases / bug fixes
- New software versions / enhancements
- Integration Enhancements
- Additions and modifications to the service
What is covered by the maintenance?
We provide the following for no additional fee to all customers under support:
- Maintenance releases / bug fixes
- New software versions / enhancements
- Integration Enhancements
- Additions and modifications to the service
Are enhancements of features or new functionalities included in customer support?
No. If you would like to enhance the software or suggest new features, please contact us.
What do we warrant during the term of the agreement?
- Even when using industry best practices, we know that there will be bugs in our system, as in almost all IT systems. We do our best to avoid bugs, but we apologize in advance if you're affected by a bug.
- We do not provide a quality guarantee or any other warranty, unless we specifically have provided a written warranty document.