Wibu Support Services
Wibu-Systems provides you three service levels: “Free”, “Silver”, and “Gold”. Select the package meeting your requirements.
Scope of Services
Hotline
Our Wibu Support Services Team assists you in error diagnostics and error fixing and is available to you in Germany workdays
(Monday through Friday) from 8 a.m. to 5 p.m. per phone or per e-mail. We provide a First Level Support Hotline for your users and
a Second Level Hotline (including a priority phone number) for you as software developer.
Wibu Knowledge Base
The Wibu Knowledge Base is available to you 24 hours, 7 days a week via internet. Here you can find in a FAQ database answers
to frequently asked questions.
Support via Remote Access
Our support experts assist you and your users in error diagnostics and error fixing in the protected software via remote access. This
requires an internet connection of the relevant PC.
Depending on the selected service level, the remote maintenance additionally covers support when
integrating the CodeMeter software protection schemes.
Personal Contact Person
Using the option of a personal contact person provides you with a designated contact person from the Wibu Support Services Team
already familiar with your requirements and system environment. On processing your inquiry this contact person will preferentially
answer your questions.
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. At the start of processing you will receive relevant feedback. For example, in the case of a response
time of 9 hours and an inquiry receipt at 4 p.m. the processing will start no later than 4 p.m. the following day.
10