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During the implementation phase of our solutions, our sales contact and our project manager are available to answer all of your questions and solve any technical problems that may arise.
After sign-off of the implementation, knowledgable and friendly support will be delivered by our support team.
Standard support is provided at no additional cost according to our standard SLA and is purchased as part of the annual SaaS fees. Comfort and Premium Support as well as Managed Services are optional and provide higher levels of service.
To cover the different requirements of our customers regarding support availability, Systrion offers the following support packages for synfoxx®, starting from Release 3.1:
During the term of use of the ordered SaaS components, Systrion provides technical support according to our Standard SLA for synfoxx®/p. Customers have access to Systrion's online customer portal where they can log support calls and submit software change or service requests.
The basic support package is included with all synfoxx® modules offered in the SaaS model at no additional cost.
The Comfort Package offers customers access to our support via telephone, in addition to the exchange via our web platform. Up to 4 hours per month of clarifications or consulting are included in the Comfort Package and are billed in 15 minute increments. Additional services can be ordered on an individual basis.
In the Premium Package, the customer receives a dedicated contact person in our support team for telephone support in addition to the support via our web platform. Up to 8 hours of clarifications and consulting per month are included in the Premium Package and are billed in 15 minute increments. Additional services can be agreed upon on an individual basis. The customer receives a monthly report about the incidents covered and the support expenditure, as well as the intensity of the usage of the solution.