Reliability is crucial to us, which is why we rely on clear agreements to strengthen the trust of our customers. Here is an overview of how our response times are defines according to Terms and Conditions
Error Class |
Priority in the ticket form |
Description |
Response Time |
1 |
critical |
The productive use of the software solution is either not possible |
1 hour |
2 |
high |
The core functionality is ensured; however, a significant error |
12 hours |
3 |
low / normal |
All other errors. |
2 business days |
Ticket type
Types |
Description |
Support
|
Requests for general help and assistance with Collana Pay.
|
Bug
|
Represents the reporting of errors or issues in Collana Pay.
|
Feature Request
|
Refers to desires for new features or improvements.
|
Related to