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 here: https://www.radius-as-a-service.com/help/​
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
Support response time
Typical < 4 hours
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.
In the event of a service outage, affected customers are entitled to apply for the following credits for the affected calendar month:
service availability < 99.5% => 10%
service availability < 99.0% => 25%
Service outages must be reported by customers to our support within 24 hours at the latest.

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Outline

Support response time

Service level

Service hours

Service availability