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.
|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.