Support & Services
Reliable support for your ownCloud environment with committed response times – plus additional services for consulting, setup and integration.
All services are provided by BW-Tech GmbH, Germany.
Support plans
Three plans that differ in communication channels, hours of coverage and response times.
| StandardEmail support during business hours | EnterpriseEmail, phone and remote with extended hours | Technical Account ManagerA dedicated contact with the fastest response times | |
|---|---|---|---|
| Communication |
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| Hours of coverage | 9×5 included | 12×5 included | 12×5 included |
| 24×7 support | surcharge applies | surcharge applies | surcharge applies |
| Response time by severity | |||
| Severity 1 – CriticalSystem down, no workaround | 2 hours | 2 hours | 1 hour |
| Severity 2 – HighSeverely restricted, workaround exists | 4 hours | 4 hours | 2 hours |
| Severity 3 – MediumMinor loss of usage | Next business day | Next business day | Next business day |
| Severity 4 – LowQuestions, cosmetic issues, requests | 5 business days | 5 business days | 5 business days |
| Feature requests | – | – | 5 business days |
| Request a quote | Request a quote | Request a quote |
Standard
Email support during business hours
Response time by severity
- Critical
- 2 hours
- High
- 4 hours
- Medium
- Next business day
- Low
- 5 business days
Enterprise
Email, phone and remote with extended hours
Response time by severity
- Critical
- 2 hours
- High
- 4 hours
- Medium
- Next business day
- Low
- 5 business days
Technical Account Manager
A dedicated contact with the fastest response times
Response time by severity
- Critical
- 1 hour
- High
- 2 hours
- Medium
- Next business day
- Low
- 5 business days
- Feature requests
- 5 business days
With a Technical Account Manager you can contact your engineer directly by phone, chat or email – for any severity level.
Severity levels
The severity of a service request is set when it is created – by you or by our support team over the phone.
Severity 1 – Critical
The system is in production and mission-critical to the business. The product is inoperable and work is totally disrupted. No workaround is available.
Severity 2 – High
Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available.
Severity 3 – Medium
The product does not work as designed, resulting in a minor loss of usage. A workaround is available.
Severity 4 – Low
There is no loss of service. This may be a request for documentation, general information and similar.
The severity level may be changed during resolution. Example: in a critical incident, a temporary fix restores operation without fully solving the issue. While we work on the permanent resolution, the request may be set to a lower severity level.
How we handle your request
Where needed, every request moves through three support levels – from first contact to a fix in the code.
- Level 1
First contact and analysis
Your first point of contact: we document the incident, validate its severity, determine the problem and gather information. This includes installation assistance within the support scope, ongoing maintenance, basic troubleshooting and communicating updates or the resolution.
- Level 2
Problem isolation
We isolate the problem, replicate the error and resolve issues that Level 1 support could not. The resolution may include a reasonable workaround.
- Level 3
Software defect resolution
Complex defects that require a change to the product are fixed directly in the code by our engineering team. This may require you to apply recommended changes to your infrastructure configuration.
Hours of coverage and response time
Response time is the time between the creation of your service request and the first communication from the assigned engineer.
Response time only runs during support hours. Example: a critical request under Standard support is logged at 2 p.m. CET – you will receive a response by 4 p.m. the same day at the latest.
Support hours, excluding weekends and public holidays in Baden-Württemberg, Germany:
- EMEA, Asia, Africa
- 8 a.m.–5 p.m. CET (UTC+1)
- USA, Americas, Australia
- 2 a.m.–1 p.m. EST (UTC−5)
Additional services
Extend your support contract with consulting, setup and integrations.
Consulting Services
Advice on planning, architecture and operation of your ownCloud environment.
- Architecture and sizing
- Migration from existing systems
- Security and compliance
Standard Deployment Package
Installation and base configuration of ownCloud following best practice.
- Installation and base configuration
- Functional test and handover
- Setup documentation
Windows File Server Integration
Connect existing Windows file shares (SMB/CIFS) to ownCloud and access them from anywhere.
- Connection of existing shares
- Alignment of access rights
- Test with selected users
Active Directory / LDAP Integration
Sign in with existing company accounts; users and groups come straight from your directory service.
- Connection to Active Directory or LDAP
- Import of users and groups
- Sign-in configuration
Which plan suits you?
We are happy to advise you and prepare a quote – including combinations of support and additional services.