Servicios de Apoyo
WIBU Support Services le proporciona apoyo exhaustivo durante el ciclo de vida de su producto.
Wibu Support Services le ofrece la asistencia necesaria para operar su producto. Nuestro equipo le ayuda a diagnosticar y corregir errores, ya sea en el software protegido en el PC del usuario final o en el sistema de licenciamiento alojado en sus servidores.
Service Level Agreements Compared
| Service | Silver | Gold |
|---|---|---|
| Email support error diagnostics and error fixing | yes | yes |
| User email support error diagnostics and error fixing | yes | yes |
| Phone support error diagnostics and error fixing | priority hotline | priority hotline |
| User phone support error diagnostics and error fixing | yes | yes |
| Remote support trouble-shooting and fault recovery | yes | yes |
| Remote user support error diagnostics and error fixing | yes | yes |
| Access to WIBU Knowledge Base | yes | yes |
| Remote maintenance and support of CodeMeter License Central | yes | yes |
| Remote support for questions on integration into the software | yes | yes |
| Included Consulting Services and Professional Services (security audits, update import, product maintenance, administration, and configuration) | 1 day | 2 days |
| Option for on-site support (price per day plus travel and other expenses) | yes | |
| Guaranteed response time (in work hours for priority 1, priority 2, priority 3) | 2/9/18 | 1/4/9 |
| Individual contact person | yes | yes |
| Updates CodeMeter Runtime, CodeMeter SDK, CodeMeter License Central Desktop Edition | yes | yes |
| Updates CodeMeter License Central Internet Edition (minor version) | yes | yes |
| Updates CodeMeter License Central Internet Edition (major version) | yes | yes |
| Price (per year) | yes | yes |
| Anti Piracy Option (price per year) | optional | optional |
Scope of Services:
Hotline
Our Wibu Support Services Team assists in error diagnostics and error fixing and is on-call in Germany (Monday through Friday) from 8 a.m. to 5 p.m. CET/CEST per phone or per e-mail.
Wibu Knowledge Base
The Wibu Knowledge Base, including our complete FAQ database, is available 24x7 via the Internet.
Support via Remote Access
Our support experts can assist you and your users in error diagnostics and error fixing in the protected software via remote access.
Personal Contact Person
This options provides a designated contact person from the Wibu Support Services Team who is already familiar with your requirements and system environment.
Annual Service Review
In service level “Gold”, your personal contact person creates a project description of all specific requirements, general conditions and your individual implementation during an annual, one-day workshop. This ensures that your service cases will be processed on the highest quality level on base of the latest information.
Response Times
The response time – during the specified hotline hours – is defined as the time period between inquiry receipt and processing start by a Wibu-Systems technician. Start times vary by level.
Discover more about our programs in our Service Brochure.