Support & Service Level

Support

Eligibility

Customers, who have an active subscription of RADIUSaaS are eligible for our support services. The support is included in the subscription fee of RADIUSaaS.

Scope

Our support services cover technical assistance for administrators:

  • Technical questions about features of RADIUSaaS

  • Support for incidents regarding RADIUSaaS

Access

You can access our support in the tab "Help" on our main product web-site (https://www.radius-as-a-service.com/).

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.

Language

Our engineers are happy to support you in these languages:

  • English

  • German

Support hours

  • Monday-Friday

  • 08:00-18:00 CET / CEST

  • Except from public holidays for Hesse / Germany, Christmas Eve and New Year's Eve

Support response time

Typical < 4 hours for incidents

Response time is defined as the duration between the report of the incident and the start of incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.

Service level

Service hours

Our service is operated 24x7

Service availability

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 RADIUSaaS service is unavailable. The RADIUSaaS service is considered unavailable, when there is no connectivity between the RADIUSaaS 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%

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