Service & Support
dcupl strives to offer its customers the best possible support and therefore provides various communication channels to receive customer concerns.
- Feature requests or bugs can be opened and discussed directly on Github (https://github.com/dcupl) as issues with our dev team.
- The most direct way to communicate with us is using our live chat. Please use it for questions around the dcupl Services, but not for specific questions concerning implementation issues.
| Severity | Description | Channel |
|---|---|---|
| Severity classifications | Description | Channel |
| Critical | dcupl Services are unavailable. No workaround available. | Extended Support: Hotline, Incident Email Standard Support: Support Portal, Live-Chat |
| High | Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available. | Live-Chat |
| Medium | Non-critical loss or impact to the dcupl Services. Workaround available. | Community and Github |
| Low | Minor product defects, documentation errors or other low-priority issues. | Github |
| Response Times * | Standard Support | Extended Support |
| Critical | Next business day | 2 hours |
| High | 2 business days | Next business day |
| Medium | 3 business days | Next business day |
| Low | 5 business days | 2 business days |
All prices indicated are non-binding and exclusive of VAT, unless otherwise stated.
*) SLA levels only reflect initial and subsequent response, they do not cover resolution times. BD = Business Day, 08:00am to 5:00pm CEST. Support Language = English.