Verbesserter Support während der Geschäftszeiten mit kürzeren Reaktionszeiten
Advanced Support layers response speed and proactive services on top of Standard: a 30-minute first response on S1 critical issues, direct phone engineer access during business hours, 6 hours of annual remote assistance, and one annual comprehensive health and security audit.
It's designed for teams running active production environments — including customer-facing applications — that don't yet need 24/7 coverage. Without going to the top tier on SLA, it creates a marked service-quality gap above Standard.
Advanced Support keeps the core capabilities of Standard but accelerates response times by up to 2×, and adds phone access, an annual health audit, and remote assistance hours. It's designed for teams where Premium / Elite isn't required yet but Standard is becoming insufficient.
On S1 critical issues, a 30-minute first response (vs. Standard's 60) and 60-minute technical engagement. When production pressure hits, the wait window is cut in half.
On top of the web portal and email, a direct engineer phone line during business hours. The practical way to resolve complex topics without losing them in a written request chain.
Once a year, system performance, security posture, configuration drift, and capacity trends are reviewed. Findings arrive as an actionable recommendation report to your team.
Remote technical assistance — not in the Standard scope — comes with Advanced: a yearly 6-hour block for engineers to connect to your system for configuration, tuning, and issue resolution.
How quickly each issue type will be answered is defined. The table below contains the response times Advanced commits to within business hours, along with operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 30 min | 60 min |
| S2 — High priority | 60 min | 240 min |
| S3 — Medium priority | 240 min | 480 min |
| S4 — Low priority | 480 min | 960 min |
Operational quality indicators
Response times apply within business hours (Mon–Fri, 08:00–18:00). Off-hours, weekends, and public holidays are out of scope. For 24/7 access or a shorter SLA, choose Premium or Elite.
Which channels you reach us on, what request types are handled, which proactive deliverables are included — the operational side of Advanced, drawn in clear lines.
Onsite engineer visits, additional remote assistance hours, and accelerated hardware replacement (RMA) — these three are available as add-on services across every support tier.
Advanced Support is designed for teams running active production environments without 24/7 availability needs, looking for guaranteed faster response during business hours.
Customer portals, B2B applications, and internal tool layers used during working hours. Weekend / overnight traffic is low.
Growing user counts and multi-application portfolios — teams where overnight criticality hasn't yet moved to Premium / Elite.
Teams where Standard is becoming insufficient — looking for in-hours phone access and an annual health audit.
Organizations that want an annual independent assessment of the system from capacity and security angles.
The Advanced scope may not cover every scenario. Onsite engineer, additional remote assistance hours, and accelerated hardware replacement (RMA) are optional services licensed separately to your needs.
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Pre-purchased remote assistance blocks added on top of the 6 hours included with Advanced: 1, 10, 20, 40, and 80 hour options.
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Advanced package and renew along with the contract term.
Echtes Feedback von Kunden zur Qualität des technischen TR7-Supports
"Das technische Support-Team ist sehr reaktionsschnell und hilfsbereit. Wir nutzen es intensiv und haben sehr positive Erfahrungen gemacht."
"Das Support-Team ist reaktionsschnell und hilfsbereit und stellt sicher, dass alle Probleme schnell gelöst werden. Dieses Service-Level ist entscheidend für die Aufrechterhaltung der Betriebszeit."
"Ihr Support ist sehr gut für uns. Wir können sagen, dass wir gute Partner sind."
"Das technische Support- und Entwicklungsteam reagiert effektiv auf Probleme und Feature-Anfragen."
In the demo session let's walk through your current support model. Based on your production environment and operational expectations, we'll clarify the impact of moving from Standard to Advanced — or whether Premium / Elite is needed.