Skip to main content
Matrix42 Self-Service Help Center

Matrix42 Support Services

Summary

This article describes the general services supplied by the Matrix42 support team. This information may be used for requests for proposal. The Matrix42 support management ensures that the information provided within this article shall always be up-to-date.

Availability

For customers with a normal Standard UPS Maintenance Agreement the Matrix42 support team can be contacted via

  • e-mail
  • telephone
  • the Matrix42 support portal

and is available

  • Monday to Friday between 8.30 a.m. and 5 p.m. (CET)
  • except for German national holidays, on Christmas Eve (December 24) and New Year's Eve (December 31).

For customers that have concluded an additional Premium Support Agreement availability is extended, and the support team is available via

  • telephone

from

  • Monday to Friday between 7 a.m. and 8 p.m. (CET)
  • except for German national holidays, on Christmas Eve (December 24) and New Year's Eve (December 31).

The following additional service is also available:

  • Matrix42 round-the-clock support hotline (24/7/265 service) - individual pricing

Matrix42 User Community

24x7 access to the online forum of the Matrix42 Help Center (KnowledgeBase) and the Matrix42 Feedback Portal (feature requests). Mean monthly availability is 98%.

Support

Standard UPS (Update Protection Support) Premium Support
Current major releases, service packs and patches are available for download on the Matrix42 FTP server or via the Matrix42 Marketplace. Current major releases, service packs and patches are available for download on the Matrix42 FTP server or via the Matrix42 Marketplace.
 

Support in case of

  • product defects1

Support in case

  • of product defects1
  • of handling errors
  • advice is required on how a certain problem can be resolved with the product
Remote support for troubleshooting analysis Remote support for troubleshooting analysis

The customer shall name up to two (2) technically qualified staff members as contacts for Matrix42. Matrix42 shall be obliged to render maintenance and support services to the contacts named by the customer only; this does not include services such as design, package creation or system customization services.

 

1A product defect is defined as a reproduceable defect of a function or the whole Matrix42 product, which is licensed, implemented and used in substantial concordance with the related documentations. The severity level of a product defect shall be determined by Matrix42 at their own discretion and based on the definitions laid down in this article.

SLA (Service Level Agreement)

Standard UPS (Update Protection Support) Premium Support
Reaction time:
Qualified feedback within two hours after the ticket has been opened
Reaction time:
Qualified feedback within  one hour after the ticket has been opened
Response times:
none
Response times:
  • Severity 1: every day
  • Severity 2: every two days
  • Severity 3: weekly or as agreed with the customer
  • Severity 4: as agreed with the customer
  Incoming tickets are automatically assigned a higher severity level, independent of the normal ticket process, shortening response times significantly. Based on the known customer situation, the open tickets are reevaluated continuously.

Severity Levels

  • Was this article helpful?