Support

Eligibility

Customers, who have an active subscription to KONNEKT are eligible for our support services. The support is included in the subscription fee of KONNEKT.

Scope

Our support services cover technical assistance for administrators:

• For the most current KONNEKT version

• Technical questions about features of KONNEKT

• Support for incidents regarding KONNEKT

Access

You can access our support from the help tab on our website (https://konnekt.io).

Using the support form will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail or web-interface of our ticket system. Depending on the support case, our support engineers may decide to arrange Microsoft Teams meetings to work on issues together with customers.

Language

Support is provided in:

• English

• German

Service Level

Support hours

• Monday-Friday

• 09:00-17:00 CET / CEST

• Except for public holidays in Hesse / Germany, Christmas Eve and New Year's Eve

Response time

Typical < 8 hours for incidents

Response time is defined as the duration between the report of the incident and the start of the incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.