Support Packages

With support packages you get access to the VSHN support engineers.

Included Standard Professional Premium

Support Channels

Community

Ticket

Ticket, Chat

Ticket, Chat, Phone

Dedicated Service Manager

not available

not available

not available

included

Reaction Time

best-effort

12h

8h

4h

Support Times

not available

Office Hours

Office Hours

24/7

Price per work hour

not available

CHF 250.00

CHF 240.00

CHF 230.00

Price per month

included

CHF 400.00

CHF 900.00

CHF 2'400.00

The price per month doesn’t include any work hours, it is billed additionally according to the rates in "price per work hour". To optimize the price per work hour, we have pre-paid hour packages available.

If a support request reveals an issue with the APPUiO Cloud product, the work hours won’t get billed.

Conditions in the SLA document apply.

Minimum contract period is 1 month and can be cancelled with 1 month notice.

Support Channels

The primary channel is the ticket system. Please always open a ticket first before using any other channel. This helps us to get all the important information to help you in the best possible way.

Community Support

The APPUiO Cloud community helps on a best-effort basis.

Ticket

Access to VSHN Ticket System to open and track issues.

Chat

Direct channel to VSHNeer for discussing open tickets, after creating a ticket.

Phone

Phone number to reach VSHN support 24/7.

Dedicated Service Manager

Personal contact with a dedicated Service Manager to take care of the ongoing needs. See our Company Handbook which describes the role of the Service Manager in more detail.

Reaction Time

The reaction time depends on various factors, like the severity and availability times. A detailed description can be found in the SLA document.

Support Times

Office Hours

Mon - Fri from 9:00 am to 6:00 pm CET / CEST (excluding public holidays in the canton of ZH, Switzerland).

24/7

Mon - Sun from 00:00 to 24:00.

Pre-Paid Hour Packages

Hour packages bring the advantage of discounted volume prices. These packages expire after one year from the date of purchase. Worked hours are deducted from the account balance and reported once a month.

Hours Price / Hour Total

40

CHF 230.00

CHF 9'200.00

80

CHF 220.00

CHF 17'600.00

120

CHF 210.00

CHF 25'200.00

240

CHF 200.00

CHF 48'000.00

All prices on this page are excl. VAT