Support Packages

Overview

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

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

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.

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.

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

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

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

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.

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.

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.

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

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

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.

Last updated 1 year ago