Support & Service Level
Last updated
Was this helpful?
Last updated
Was this helpful?
Customers, who have an active subscription of RealmJoin are eligible for our support services. The support is included in the RealmJoin subscription fee.
Our support services cover technical assistance for administrators:
Technical questions about features of RealmJoin
Support for incidents regarding RealmJoin
Support for incidents regarding Software Packages built by the RealmJoin team
Requests for Software Packages
You can access our support in the tab "Help" on our main product website ().
Using the support website will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail or web-interface of our ticket-system. Depending on the support case, our support-engineers may decide to offer Microsoft Teams meetings to work on issues together with customers.
Our engineers are happy to support you in these languages:
English
German (service level may be limited)
Monday-Friday
08:00-18:00 CET / CEST
Except from public holidays for Hesse / Germany, Christmas Eve and New Year's Eve
Typical < 4 hours for incidents
Typical < 5 business days
Our service is operated 24x7
The service availability goal is 99.5%. It is calculated by using the following formula:
service availability = (service period - downtime) / service period
where
Service period is the corresponding calendar month
and
Downtime is the accumulated amount of time where the main RealmJoin service is unavailable. The RealmJoin service is considered unavailable, when there is no connectivity between the RealmJoin service and the internet.
Service outages must be reported by customers to our support as soon as possible and at the latest within 24 hours after occurrence.
In the event of a reported service outage, affected customers are entitled to apply within one week for the following credits for the affected calendar month:
service availability < 99.5% => 10%
service availability < 99.0% => 25%
The Support Response Time is defined as the duration between the report of an incident and the start of incident or problem handling through one of our support engineers. The response time is to be calculated within the .
The Packaging Delivery Time starts with the arrival of the software package request. The Delivery Time is counted within the as the period during which an employee is actively working on a software package. The Delivery Time is paused in case of queries or similar to the customer. The end of the Delivery Time is reached when the software package is created or otherwise classified as fulfilled. If larger quantities of packaging requests (e.g. large lists during customer onboardings, mass release cycles) are received, the Delivery Time may no longer be met.