Consistently user-oriented, also in support

Support also with consistent user orientation

Because of the eGUI^® technology,  gateprotect has 90% fewer support requests than competitor products.

In light of this, gateprotect can ensure a quality of support for our customers unequalled by anyone else in the market, enabling us to guarantee and maintain the high levels of quality support. The actual customer support levels depend on the valid maintenance contracts by telephone 7 days the week, 24 hours the day with response times of 0-2 hours (24/7). Altogether the gateProtect support system results in a European-wide unequalled service level.

Altogether the gateProtect support system results in a European-wide unequalled service level.

SLA Overview - Technical support

Subscription contracts	Premium	Expert+
Software subscription
Hotfixes/Patches	Yes*1	Yes*1
Updates	Yes*1	Yes*1
Hardware
Warranty
Hardware Appliances*1A	Yes*1A	Yes*1A
Replacement
Bring in (14 days)	Yes*1	Yes*1
On-site exchange (48 hours)	Yes*1	Yes*1
On-site exchange (2 hours*2)	-	Yes*2
Technical support
Form
Online portal via	Yes*1	Yes*1
Phone call-back*3	Yes*1	Yes*1
Phone call-in*4	-	Yes*1
Responsetime
12 hours*5	Yes*5	Yes*5
6 hours*5	Yes*5	Yes*5
2 Hours*5	-	Yes*5
0 hours*5	-	Yes*5
Coverage time
8 hours x 5 days*6	Yes*6	Yes*6
24 hours x 7 days	-	Yes

Annotations:

*1:Depending on the term of the current and applicable subscription contract

*1A:Further details are available in §3.2 "Additional warranty services ..." of the SLA

*2: Subject to an additional written agreement

*3:The support process must be registered via online portal () and will be answered by phone at gateProtect´s sole discretion.

*4:The support process can be registered by phone (as well as online) at gateProtect´s sole discretion.

*5:Time until gateProtect begins the process of solving the problem, and not when the problem is solved.

*6: Provided during normal business hours of the reseller or gateProtect