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 [e-mail]

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.