S E R V I C E S
The guaranteed response time depends on the service level selected and the priority of your inquiry:
Priority 1: Showstopper
An error which is reproducible for several systems and for which no workaround is available (e.g., several different clients cannot
collect licenses from CodeMeter License Central).
Priority 2: Moderate Error
An error that affects a single system (e.g., a special client cannot collect the license form CodeMeter License Central while the
other clients work properly).
Priority 3: Flaw
An error having a marginal effect on operating the solution, or for which a workaround already exists (e.g., a display error in
CodeMeter License Central).
Service Level Agreements Compared
Service
Free Silver Gold
Error diagnostics and error fixing support via e-mail P P P
Error diagnostics and error fixing support via e-mail for the end user P P P
Error diagnostics and error fixing support via phone P Priority
hotline Priority
hotline
Error diagnostics and error fixing support via phone for the end user P P P
Error diagnostics and error fixing support via remote access P P P
Error diagnostics and error fixing support via remote access for the end user P P P
Access to the Wibu Knowledge Base P P P
2 | 9 | 18 1 | 4 | 9
P P
Guaranteed response time (in working hours for priority 1 | priority 2 |
priority 3)
Individual contact person
Annual service review
P
11