Support
Support that adapts to your needs
With our support options, you benefit from fast help, clear processes and reliable solutions – exactly when you need them. Choose the right support for your success with orcharhino.
Support Log-in
Do you have a problem or a question about orcharhino? Log in to our ticket system and get quick support
Support SLA
Find out how our service level agreements cover your support requirements individually and reliably.
Support Level
ATIX support subscriptions include a ticket-based support with SLAs based on the subscription-level. This can be extended by optional services like Assistend update support, Operational support up to Operational Takeover or the orcharhino Technical Account Manager (oTAM). With those options you can get support and assistance tailored to your requirements.
The different levels of support subscriptions are characterized by clear framework conditions and offer flexibility in use. Select the subscription that suits your needs and consult the ATIX support team if you need more detailed consultation to choose the right support level, the scope, the repsonse time and even the typ of support.
Standard subscription | Premium subscription | |
|---|---|---|
Term: | 1 year or 3 years | 1 year or 3 years
|
Support-period: | 9×5 | 9×5
24×7 (Severity 1) |
Reaction-time Severity 1* | 4 business hours | 2 hours
|
Response time Severity 2* | 1 working day | 4 business hours
|
Response time Severity 3* | 2 business days | 1 business day
|
Response time Severity 4* | 2 working days | 1 business day
|
Support access | Ticket system (9×5) | Ticket system (24×7)
|
Support requests: | unlimited | unlimited |
Alerting (proactive support) | Optionally bookable | Optionally bookable |
Support access | Support access |
If you have any questions about our products and services or any other
topics, please do not hesitate to contact us.