Support Plans

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VSHN operates services and guarantees availability according to the chosen Service Level. In addition to the basic support plan - which is included in every service - a priority support plan is available.

Offering

Basic Priority

Response Time

best effort

within 1 hour [1]

Support Availability

Office Hours [2]

24/7

Personal Contact

VSHN Engineer

Dedicated Service Manager and VSHN Engineer

Support Channels

Ticket

Ticket, Chat, Phone

Price per month

included in service, personal contact is billed by the hour.

5% of cumulative recurring monthly service fee, minimum CHF 800.00 (whichever is higher), personal contact is billed by the hour.

Applicability

Included in support plans is the expertise of VSHNeers with regard to VSHNs Product Portfolio. We only offer support for what we know. There is no guarantee given that we can solve all issues and requests. Our partners are supporting us whenever needed.

Specifically, support is meant for:

General Support

Questions or request for information regarding a VSHN service, design, etc.

Service Request
  • Request to instantiate a standard service (e.g. new DB instance)

  • Small, standard changes of existing service (new user account, another database, ACL change, etc.).

Change

A change to a service in a way that was not defined in the original setup.

Support is not meant for:

Service Onboarding

Onboarding to VSHN services including setup and customizing. This is usually part of the initial project.

Support Channels

The primary support channel is the ticket system of VSHN. 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.

Ticket

Access to the ticket system in the VSHN Portal to open and track issues. Choose between different severity levels to influence response time, depending on the support plan.

Chat

Direct channel to VSHNeer for discussing content of tickets.

Phone

VSHN support is available at +41 44 545 53 53 (Office Hours). The phone number to reach VSHN support 24/7 is communicated in the VSHN Portal.

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.

Response Time

The response time depends on the severity level and it represents the time that a VSHNeer starts working on the support request submitted by the customer. There is no guaranteed time period to solve the support request as the complexity and root causes of any issues can vary.

Severity Level Basic Priority

Default

best effort

next business day

High

best effort

4 business hours

Critical

best effort [2]

1 hour

The Ticket support channel must be used for a guaranteed response time

Severity Levels

Default

The issue doesn’t hinder work or hinders work in a less important area. Examples:

  • The customer is not hindered in his work. (For inquiries, suggestions, etc.)

  • Small parts of application or development environment are not accessible or delayed / slow.

  • Access to the core applications as defined is not possible in non-business critical functions.

  • A bypass solution is available or can be set up / does not cause significant additional work.

High

The issue hinders the continuation of an essential activity. Examples:

  • The primary function of the service is working, but an essential secondary function is not working.

  • Functions in the core applications cannot be executed in individual areas or can only be executed very slowly.

Critical

The issue prevents the continuation of business. Examples:

  • Access to business-critical core applications is not possible in central functions (direct impact on business activity).

  • An immediate workaround is not possible or foreseeable.

Support Availability

Office Hours

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

24/7

Mon - Sun from 00:00 to 24:00. Support outside office hours (see above) has a surcharge of 100% to the price per work hour.

Work-Hour Pricing

Price per work hour: CHF 250.00.

Prepaid 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 240.00

CHF 9'600.00

80

CHF 230.00

CHF 18'400.00

120

CHF 220.00

CHF 26'400.00

240

CHF 210.00

CHF 50'400.00

Hour packages must be used within one year of the contract signing. You will receive a monthly report of hourly packages used. If an hourly package is used, it will be billed at the normal rate, and a new package can be ordered at any time.

Constraints

Per Customer

Support plans apply per contract a customer has with VSHN.

Eligibility

All named persons of the customer are eligible to make use of the support plan.

Planned work outside office hours

Conducting planned work outside office hours is available for all support plans. It must be requested from VSHN by the customers at least one week in advance.

Outside office hours billing

Work conducted outside office hours has a surcharge of 100% to the price per work hour.

Fair-Use

Support outside office hours is meant for work which was planned in advance or for emergencies. We reserve the right to refuse support outside of office hours in case of excessive demand.

Work hour logging

Work is logged in an increment of 15 minutes. Access to work logs is granted via the VSHN Portal.

Scope

We can only offer support for what we know. Therefore, our support plans are scoped to our product portfolio. We don’t offer any support outside our portfolio.

All prices on this page are excl. VAT

FAQ

For what is the support channel Chat meant?

Chat is meant to have a direct interaction between a customer and VSHNeers. It’s not meant to open issues, it should only be used after opening an issue. We reserve the right to refuse to interact via Chat if it gets abused or used to extensively.

How do we distinguish between request types?

We don’t distinguish different types of request (For example incident or support). Communication about the criticality and the expected response time happens via the severity level.

Can I contact VSHN outside office hours also with the Support Plan "Basic"?

For critical incident it’s still possible to contact VSHN outside office hours. When choosing to do so, you’ll be upgraded to the "Priority" support plan automatically, retroactively for the past 12 months. We call this "push the red button", so when you really need our help, we’re here for you.

How do I know how much support I need in advance?

It might be unknown in advance how much hours of VSHN support is needed in advance to make a decision on Prepaid Hour Packages. We offer a DevOps workshop to analyze your needs and help you to find the best matching package.


1. For severity level "Critical" issues
2. It’s still possible to reach VSHN 24/7 in case of a critical incident. When choosing to reach VSHN outside office hours, you’ll be upgraded to the "Priority" support plan automatically retroactively for the past 12 months.