DrupalCONCEPT Hosting Support
If you come up with any questions concerning the use of our hosting packages and especially in critical situations, our competent support team will take care of your requests. Below, you will find descriptions of the different support levels we offer:
| GOLD support | SILVER support | BRONZE support | |
|---|---|---|---|
| Prices | |||
| Upgrade from lower level (monthly fee) |
100,00 € | 50,00 € | 0,00 € |
| Services | |||
| Support hours Availability in emergency cases |
24 x 7 | 12 x 5 | 12 x 5 |
| Support access Ways to contact our support team |
telephone, web, e-mail | telephone, web, e-mail | web, e-mail |
| Customer's contacts Number of employees to access support |
2 persons | 1 person | 1 person |
| Assistance with startup, configuration and error diagnosis | yes | yes | no |
| Proactive monitoring 24/7 monitoring of production servers | yes | no | no |
| Incident management | |||
| Opening How is an incident ticket opened? |
proactive monitoring | customer ticket | customer ticket |
| Response time Time to first actions within the support hours | max. 1 hour | max. 4 hours | max. 8 hours |
| Other Resources | |||
| Web portal Q&A forum | yes | yes | yes |
| On-line knowledge base Advice and instructions from the DrupalCONCEPT team | yes | yes | yes |
GOLD Support
Our GOLD tariff offers you unlimited access to the DrupalCONCEPT support team within the business hours, proactive monitoring through our monitoring system and 24x7 availability in critical situations that cause a breakdown or interruption of your website.
Main characteristics
- 12x5 availability (Mo-Fr 08:00 - 20:00 CET)
- 24x7 availability in emergency cases
- Proactive server monitoring
- Assistance with startup, configuration and error diagnosis of supported components
- Support access via telephone, web, e-mail
- On-line access to FAQ, knowledge base and technical community
SILVER Support
With our SILVER tariff, you will have unlimited access to the DrupalCONCEPT support team during the business hours and receive assistance with the startup, configuration and error diagnosis of supported components.
Main characteristics
- 12x5 availability (Mo-Fr 08:00 am - 08:00 pm CET)
- Support tickets opened by the customer
- Support access via telephone, web, e-mail
- Assistance with startup, configuration and error diagnosis of supported components
- On-line access to FAQ, knowledge base and technical community
BRONZE Support
BRONZE-Support is the basic support service that is available to all our customers at no charge. It includes unlimited access to the DrupalCONCEPT support team during the business hours, as well as on-line access to the FAQ collection and our knowledge base. Our technical community is also available, where you can discuss questions regarding your Drupal website with our team and other customers.
Main characteristics
- 12x5 availability (Mo-Fr 08:00 am - 08:00 pm)
- Support tickets opened by the customer
- Support access via web and e-mail
- On-line access to FAQ, knowledge base and technical community
Just call us!
+49 761 45895590
Mo.-Fr. 09:00-17:00 (CET)
freistil IT supports Drupal as an active member of these associations:
