Support Services
Complete Product Lifecycle Support
Wibu Support Services provide comprehensive support through the complete lifecycle of your product. Services are delivered on 3 levels (free, silver and gold) based on your requirements. View a comparison of our service level agreements.
Service Level Agreements Compared
| Service | Free | Silver | Gold |
|---|---|---|---|
| Error diagnostics and error fixing support via e-mail | yes | yes | yes |
| Error diagnostics and error fixing support via e-mail for the end user | yes | yes | yes |
| Error diagnostics and error fixing support via phone | yes | priority hotline | priority hotline |
| Error diagnostics and error fixing support via phone for the end user | yes | yes | yes |
| Error diagnostics and error fixing support via remote access | yes | yes | yes |
| Error diagnostics and error fixing support via remote access for the end user | yes | yes | yes |
| Access to the Wibu Knowledge Base | yes | yes | 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 | |
| Annual service review | yes |
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. CST 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.