Always available for you!
Our emergency hotline is available for you 24/7/365 at +49 2822 7131 600 for emergency issues. After calling our emergency hotline please always press “three” or say “emergency” to connect to our support team.
Very important:
The emergency hotline is only available for incidents and not for changes and updates!
If you would like to plan an important update, change or a go-live for you or your customer, please do not plan this on the weekend or on German public holidays.
What is an emergency case?
- A productive customer is completely down. No workarounds are available.
- The customer’s core business processes are seriously affected in a live (productive) environment. Business-critical processes can not be executed.
What is not an emergency case?
- The affected system is demo or test system.
- The affected system is a live (productive) environment and:
a. A workaround is available.
b. Only minor and non-key functions are not working well.
c. Changes in general.
d. Issues caused by consultants from partner or customer. - Unscheduled updates or go live.
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