# Support Packages ## Overview | | [**Free**](#user-content-fn-1)[^1] | **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 #### 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. {% hint style="info" %} The prerequisite for this is that the device is Datacake-compatible and the creation of a template is therefore possible. {% endhint %} #### 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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