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 ( 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 classificationDescriptionChannel
Criticaldcupl 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
MediumNon-critical loss or impact to the dcupl Services. Workaround available.Community and Github
LowMinor product defects, documentation errors or other low-priority issues.Github
Response times *Standard SupportExtended Support
CriticalNext business day2 hours
High2 business daysNext business day
Medium3 business daysNext business day
Low5 business days2 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.