Support Packages

Overview

Standard

Premium

Pricing

Free

200.00 €

500.00 €

Payment Interval

monthly

monthly

Discount on yearly payment

5%

15%

Response Time

Best Effort

< 5 Hours

< 60 Minutes

Within working hours

Within working hours

Support Channels

E-Mail

Yes

Yes

Yes

Live-Chat

Yes

Yes

Yes

Slack

No

No

Yes

Monthly Update Calls

No

No

Yes

Ticket Escalation

No

No

Yes

Development Support

Device Templates

Best Effort

< 7 days

< 1 day

Custom Decoder Development

No

Yes

Yes

Dashboards

No

No

Yes

Onboarding Services

Import Devices

No

No

Yes

Create Customer Dashboards

No

No

Yes

Explanation

Pricing

  • The interval of payment is monthly, and an option of annual prepayment is available (see "Discount Yearly")

Discount Yearly

  • Percentage discount on the total price for annual prepayment of the monthly fee.

Response Time

  • The time it takes Datacake to respond to the support ticket.

Best Effort

  • The support request is created as a ticket in our CRM system when using the email or live chat communication channel.

  • Without a support plan, the request will be processed on a best-effort basis.

  • Requests or tickets of a user from a higher support plan will be prioritized.

Resolution of tickets

  • A response to the support ticket does not automatically include the resolution of a problem.

  • If (depending on the support plan) a response is guaranteed within a certain time, this does not automatically mean that a solution to a problem will also be found and implemented in the same time.

  • The time needed to resolve a problem or implement a specific request is considered individually depending on the severity, impact and scope and is communicated with the customer.

Support Channels

  • All channels are subject to the response time specified in the respective plans!

E-mail

  • Creation of a service ticket via support@datacake.de

Live chat

  • Use of live chat on the Datacake platform (inside of your Workspace) or website

Slack

  • Invitation of the user to the company-wide Slack (alternatively Discord or Teams, requires separate clarification)

Monthly Update Calls

  • A Customer Support Manager at Datacake is having a regular videocall with the customer on a monthly basis.

Ticket Escalation

  • The customer has the right to have their tickets prioritized with immediate effect.

  • Remaining tickets must give way to the escalated ticket.

  • The advantage for the customer is the immediate processing of his support request including solution finding.

Development Support

New Device Template

  • Every customer can ask Datacake to create a device that is not yet supported by a template.

  • If no support plan is available, Datacake creates a ticket for this request, which is then processed according to availability.

  • With the respective higher support plans, the template is created in a maximum of 7 or a maximum of 1 day.

The prerequisite for this is that the device is Datacake-compatible and the creation of a template is therefore possible.

Custom Decoder Development

  • Includes the adaptation or modification of a decoder / Datacake product of the customer, which was created in advance on the basis of a template or by the customer.

  • These adaptations include, for example, the extension of the decoder to include special analysis functions, database access, or similar functions.

Dashboards

  • Datacake handles the creation of new or customization of existing device dashboards for the customer.

Onboarding Services

Import Devices

  • Customer provides CSV or Excel for import of devices.

  • Datacake takes care of creating the devices, creating respective products.

Create Customer Dashboards

  • Datacake will assist customer in creating dashboards for device and workspace for deployment to end customer.

Support Plan Exclusion

  • The following activities are excluded from a support plan:

    • Programming of individual functions or extension, which are in the context of the application implemented by the customer.

    • If specific functions are to be implemented for the customer, then this requires a separate agreement and the services will be charged in the form of a classic service.

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