Support services (2nd / 3rd level)
Swift troubleshooting and preventive measures for operational readiness.
Stay informed with program updates. Our hotline, on-call, and on-site services provide reliable assistance. We handle license management and ensure compliance. Safeguard your data with reliable backups. Empower your team with tailored training. Elevate your business with comprehensive support.
Our specialized and scientifically trained Data Science team at Supper & Supper is dedicated to providing 2nd and 3rd level support. We assist with documentation and training to set up 1st level support on your end. Elevate your customer experience with our exceptional support services today!
Support solutions for every need
| Basic | Standard | Premium | |||
|---|---|---|---|---|---|
| Analysis as-is situation | according to effort | fixed fee | included | ||
| Restoration of operational readiness (troubleshooting) |
Disruption preventing operation |
Response time (h) | 8 | 4 | 1 |
| Completion time (h) | 8 | 6 | 4 | ||
| Disruption hindering operation |
Response time (h) | 8 | 4 | 1 | |
| Completion time (h) | 36 | 24 | 12 | ||
| Light disruption | Response time | During the usual support hours |
During the usual support hours |
During the usual support hours |
|
| Completion time | As part of the next update cycle |
As part of the next update cycle |
As part of the next update cycle |
||
| Maintaining operational readiness (preventive measures) |
according to effort | fixed fee | included | ||
| Provision of new program statuses | according to effort | fixed fee | included | ||
| Hotline | no | no | yes | ||
| On call service | no | yes | yes | ||
| On site service | no | no | yes | ||
| License Management | no | no | yes | ||
| Data backup services | according to effort | fixed fee | included | ||
| Training | according to effort | fixed fee | included |
| Basic | Standard | Premium | |||
|---|---|---|---|---|---|
| Analysis as-is situation | according to effort | fixed fee | included | ||
| Restoration of operational readiness (troubleshooting) |
Disruption preventing operation |
Response time (h) | 8 | 4 | 1 |
| Completion time (h) | 8 | 6 | 4 | ||
| Disruption hindering operation |
Response time (h) | 8 | 4 | 1 | |
| Completion time (h) | 36 | 24 | 12 | ||
| Light disruption | Response time | During the usual support hours |
During the usual support hours |
During the usual support hours |
|
| Completion time | As part of the next update cycle |
As part of the next update cycle |
As part of the next update cycle |
||
| Maintaining operational readiness (preventive measures) |
according to effort | fixed fee | included | ||
| Provision of new program statuses | according to effort | fixed fee | included | ||
| Hotline | no | no | yes | ||
| On call service | no | yes | yes | ||
| On site service | no | no | yes | ||
| License Management | no | no | yes | ||
| Data backup services | according to effort | fixed fee | included | ||
| Training | according to effort | fixed fee | included |
| Basic | |||
|---|---|---|---|
| Analysis as-is situation |
according to effort | ||
| Restoration of operational readiness (troubleshooting) |
Disruption preventing operation |
Response time (h) | 8 |
| Completion time (h) |
8 | ||
| Disruption hindering operation |
Response time (h) | 8 | |
| Completion time (h) |
36 | ||
| Light disruption |
Response time | During the usual support hours |
|
| Completion time |
As part of the next update cycle |
||
| Maintaining operational readiness (preventive measures) |
according to effort | ||
| Provision of new program statuses | according to effort | ||
| Hotline | no | ||
| On call service | no | ||
| On site service | no | ||
| License Management | no | ||
| Data backup services | according to effort | ||
| Training | according to effort | ||
| Standard | |||
|---|---|---|---|
| Analysis as-is situation |
fixed fee | ||
| Restoration of operational readiness (troubleshooting) |
Disruption preventing operation |
Response time (h) | 4 |
| Completion time (h) |
6 | ||
| Disruption hindering operation |
Response time (h) | 4 | |
| Completion time (h) |
24 | ||
| Light disruption |
Response time | During the usual support hours |
|
| Completion time |
As part of the next update cycle |
||
| Maintaining operational readiness (preventive measures) |
fixed fee | ||
| Provision of new program statuses | fixed fee | ||
| Hotline | no | ||
| On call service | yes | ||
| On site service | no | ||
| License Management | no | ||
| Data backup services | fixed fee | ||
| Training | fixed fee | ||
| Premium | |||
|---|---|---|---|
| Analysis as-is situation |
included | ||
| Restoration of operational readiness (troubleshooting) |
Disruption preventing operation |
Response time (h) | 1 |
| Completion time (h) |
4 | ||
| Disruption hindering operation |
Response time (h) | 1 | |
| Completion time (h) |
12 | ||
| Light disruption |
Response time | During the usual support hours |
|
| Completion time |
As part of the next update cycle |
||
| Maintaining operational readiness (preventive measures) |
included | ||
| Provision of new program statuses | included | ||
| Hotline | yes | ||
| On call service | yes | ||
| On site service | yes | ||
| License Management | yes | ||
| Data backup services | included | ||
| Training | included | ||
