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Support via emergency call

You can reach your support team 24/7/365 via the emergency hotline. What is an emergency case? What not?

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Category: Getting started, Highlights,

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?

  1. A productive customer is completely down. No workarounds are available.
  2. 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?

  1. The affected system is demo or test system.
  2. 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.
  3. Unscheduled updates or go live.
Cloudiax support - What is an emergency case? What is not an emergency case?

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