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:

• Technical questions about features of KONNEKT
• Support for incidents regarding KONNEKT

Supported versions

We provide support exclusively for the latest release of KONNEKT as listed in our changelog. If you experience issues while running an older version, we ask you to update to the latest release before contacting support.

KONNEKT integrates closely with Microsoft 365 and SharePoint Online and is continuously developed to stay compatible with these platforms as they evolve. In addition, security requirements change over time: what was considered safe in the past may later be identified as insecure, and we adapt the product accordingly. For these reasons, running the latest release is essential to ensure that KONNEKT works reliably and securely.

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.