Standard-Support (STANDARD)
Wesentliche Support-Leistungen während der Geschäftszeiten mit garantierten SLAs
Standard Support is the entry-level support package providing contractual response times, unlimited support requests, and expert access within business hours. It's a sufficient support tier for pre-production environments, internal tools, and small-to-mid-sized production systems.
If you need emergency 24/7 access, a dedicated Technical Account Manager (TAM), quarterly proactive health audits, or accelerated response times, Premium or Elite packages step in; upgrade paths are flexible based on need.
Warum Standard Support wählen?
Standard Support is the entry-level package operating with the response times defined in your contract. It provides guaranteed SLA during business hours, unlimited support requests, and multiple access channels. When needs become clearer, upgrading to Premium or Elite is one step away.
Support Request Access
Open support requests via the web portal or email — no item limit, no extra charges.
Contractual SLA Times
Response times defined for every priority level: S1 60 min, S2 120 min, S3 480 min, S4 960 min. Times are written in the contract and tracked.
Unlimited Requests
No annual request quota. Configuration question, production incident, or small advisory — nothing is metered, you open as many as you need.
Multiple Access Channels
Web support portal (request + file upload + screen recording) and email access. Documentation and knowledge base always open.
Contractual Response Times — Across Every Priority Level
How quickly each issue type will be answered is defined. The table below contains the response commitments Standard makes within business hours, along with operational quality indicators.
| Priority Level | First Response (FRT) | Technical Engagement (TRAT) |
|---|---|---|
| S1 — Critical (production down) | 60 min | 120 min |
| S2 — High priority | 120 min | 480 min |
| S3 — Medium priority | 480 min | 960 min |
| S4 — Low priority | 960 min | 1920 min |
Operational quality indicators
Response times apply within business hours (Mon–Fri, 08:00–18:00). Public holidays and weekends are out of scope. For a faster SLA or 24/7 access, choose Premium or Elite.
What's Inside Standard — and What Isn't?
Which channels you reach us on, what request types are handled, when access is available — the operational boundaries of Standard, drawn in clear lines.
Access channels
- Web support portal (request, file upload, screen recording)
- Email support address
- Knowledge base and documentation (always open)
Availability
- Monday–Friday, 08:00–18:00
- Weekends and public holidays out of scope
- Post-holiday request queue is processed in order
Request types covered
- Production incidents (S1–S4, all priorities)
- Configuration and setup questions
- Basic usage guidance
- No item limit — no quota counted
Escalation path
- Support request → support engineer → senior engineer
- Complex requests routed to product team
- Every step kept under audit record
NOT included in Standard
- 7/24 emergency line (Premium / Elite)
- Dedicated Technical Account Manager (TAM) (Elite)
- Quarterly proactive health audit (Elite)
- Direct phone engineer access (Premium / Elite)
- Annual included remote assistance hours (Premium / Elite)
Onsite engineer visits, additional remote assistance hours, and accelerated hardware replacement (RMA) — these three are available as add-on services across every support tier.
Wer benötigt Standard Support?
Standard Support is designed for environments where downtime pressure is relatively low and in-hours response is sufficient.
Development and test environments
Dev/test servers, staging environments, POC setups — ideal for teams with low production pressure.
Internal tools and supporting systems
Internal portals, intranet applications, reporting systems — sufficient when overnight access isn't required.
Small-to-mid-sized production
SMB environments with a limited user base and workloads active during business hours.
Pilot and evaluation period
Teams new to the TR7 platform — sufficient for basic support needs after initial deployment.
Services You Can Layer on Top of Standard
The Standard scope may not cover every scenario. Onsite engineer, remote assistance hours, and accelerated hardware replacement (RMA) are optional services licensed separately to your needs.
Onsite Support
A certified engineer comes to your site — five packages from one-off visits to twice-monthly visits: OnSite-1, 4, 6, 12, 24.
Remote Connection Hours
Pre-purchased remote assistance blocks: 1, 10, 20, 40, and 80 hour options. For off-hours or deeper-intervention scenarios.
Hardware Replacement (RMA)
RMA speed options: standard, priority (1 week), express (next business day), critical (same-day shipping), or onsite (4-hour onsite at Tier-1 locations).
Add-on services are licensed separately. They can be layered on top of your Standard package and renew along with the contract term.
Vertraut von Branchenführern
Echtes Feedback von Kunden über die Qualität des technischen Supports von TR7
"Das technische Support-Team ist sehr reaktionsschnell und hilfreich. Wir nutzen es umfassend und haben sehr positive Erfahrungen gemacht."
"Das Support-Team ist reaktionsschnell und hilfreich und stellt sicher, dass alle Probleme schnell gelöst werden."
"Ihr Support ist sehr gut für uns. Wir können sagen, dass wir gute Partner sind."
"Der Kundensupport ist erstklassig. Die Flexibilität und Anpassungsoptionen ermöglichen es uns, Sicherheitsrichtlinien an unsere individuellen Bedürfnisse anzupassen."
Bereit für Standard Support?
In the demo session let's walk through your current support model and clarify your expectations and operational needs together — whether Standard is sufficient or Premium / Elite is required.