How do we support you?
You need help?
Just raise a ticket and we will be at your service: Go to the ticket system.
How fast will we help you?
We try to assist you as fast as possible. In order to react faster in urgent cases, we need you to prioritize your issue. When you make a support request with priority "Blocker", "Critical" or "Major" to Communardo, we will respond within 4 business hours from the time of your request. Support requests with priority "Minor" or "Trivial" will be responded within 24 business hours.
What does each category mean?
Blocker are each cases, where you are not able to user your Communardo app or solution. Critical cases are severe limitations without a workaround. Major cases limit you by using your Communardo app or solution, but are not critical or a blocker. Minor or trivial cases, are each case which do not meet the categories above.
When will we be helping you?
Our business hours are Monday - Friday, 9AM-5PM CET. Communardo will be closed on major German and Saxon holidays including:
- New Years Day (January 1st)
- Good Friday (March 25th, 2016)
- Easter Monday (March 28th, 2016)
- Labor Day (May 1st)
- Ascension Day (May 05th, 2016)
- Whit Monday (May 16th, 2016)
- Day of German Unity (October 3rd)
- Reformation Day (October 31st)
- Penance Day (November 16th, 2016)
- Christmas Eve (December 24th)
- Christmas (December 25th)
- Second Christmas Day (December 26th)
- New Years Eve (December 31st)
What does our free support include?
- Help with installation
- Help troubleshooting problems with Communardo apps and solutions
- Help identifying work-arounds
And what not?
- Product training
- Support for customers, who do not have a valid and current license or active subscription
- Support related to non Communardo apps or solutions
- Beta or development releases of Communardo apps or solutions (e.g. Communardo Labs apps)
- Support in any language other than English or German
- Individual customization
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