Wibu 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. 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.