Support Contracts

Support contracts

Netforchoice offers a variety of great online resources to help you find the answers you are looking for. These include the Knowledgebase and the PDF documentation. As a Netforchoice customer, you benefit from friendly standard support with clearly defined guarantees and commitments. Via the Netforchoice email ticket system or by simply giving us a call, you can address questions you do not find an answer to in the Knowledgebase.

For specific guarantees and/or commitment levels, preferred support handling, guaranteed response times or outside business hours support, Netforchoice offers the following attractive Premium Support Contracts. Thus, in business critical situations, Premium Support Contract holders make sure they’ve got the assistance they require exactly when needed. Pricing is available upon request.


Exclusive Benefits of the Premium Support Offerings

High level guarantees and commitments

Dedicated phone number and extended support hours

Dedicated Senior Support Team

Preferred Support Handling

Guaranteed Response Time

Priority Escalation (ticket escalation option)

Proactive Filter Monitoring and Performance Optimization

Service:

Incoming Filter

Outgoing Filter

Email Archiving

Support Contacts

Dedicated Enterprise Servers:

Our mission-critical enterprise servers are generally fault tolerant and make use of customized hardware and software with low failure rates to maximize server uptime.


Standard Support Contract Premium Support Contract 24/7 Premium Support
Support Availability Business Days, M-F 09:00 - 18:00 CET Extended Support Hours, M-F 05:00 - 21:00 CET 24x7x365
Email Ticket Support Yes Yes Yes
Phone Support Yes Dedicated number Dedicated number
Filter Software Monitoring 24/7 Yes Yes Yes
Severity Definition Yes Yes Yes
Guarantees & Commitments On best-efforts basis Medium-level High-level
Guaranteed Response Times - Yes Yes
Priority Escalation - Ticket escalation button Ticket escalation button
Premium Proactive Monitoring
& Performance Optimization
- Yes Yes
24/7 Emergency Phone Support* - - Yes