Because of the eGUI® technology gateProtect has 90 % fewer support appearance than competitor products. From this situation gateProtect can ensure a support quality unequalled at the market.

Support achievements are furnished directly by own co-workers of gateProtect. For this highly-qualified and constantly trained network administrators are available for our customers at any time. Just in that way the high support quality can be guaranteed. The customer support will be attend depending to the valid maintenance contract 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.


SLA Overview - Technical support

Subscription contracts	Standard warranty	Advanced	Premium	Expert	Expert+
Software subscription
Hotfixes/Patches	30 days	Yes*1	Yes*1	Yes*1	Yes*1
Updates	30 days	Yes*1	Yes*1	Yes*1	Yes*1
Hardware
Warranty
Hardware Appliances*1A	12 months	Yes*1A	Yes*1A	Yes*1A	Yes*1A
Replacement
Bring in  (14 days)	12 months	Yes*1	Yes*1	Yes*1	Yes*1
On-site exchange (48 hours)	-	-	Yes*1	Yes*1	Yes*1
On-site exchange (2 hours*2)	-	-	-	-	Yes*2
Technical support
Form
Online portal via	30 days	Yes*1	Yes*1	Yes*1	Yes*1
Phone call-back*3	-	-	Yes*1	Yes*1	Yes*1
Phone call-in*4	-	-	-	Yes*1	Yes*1
Responsetime
12 hours*5	-	Yes*5	Yes*5	Yes*5	Yes*5
6 hours*5	-	-	Yes*5	Yes*5	Yes*5
2 Hours*5	-	-	-	Yes*5	Yes*5
0 hours*5	-	-	-	-	Yes*5
Coverage time
8 hours x 5 days*6	-	Yes*6	Yes*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