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
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.
Last updated