SLA - 7 x 24h Platinum Application Support - How to Contact Support

If you have signed a Platinum Level SLA for Application Support , you will have 7x24 support availability. For that you need to know how to contact censhare application support outside office hours.

Important Hints

7x24h support availability is based on ticket and phone support. During regular office hours Customers and Partners have to create a ticket to get support. Outside office hours they have call the Hotline to contact the support.
Our current office hours are 8 a.m. to 9 p.m. CET/CEST (Central European Time) and 9 a.m. to 5 p.m. MST (Mountain Standard Time).

These terms are an integral part of the agreement.

FAQ to 7x24 Availability

• Question: Where can I find the Hotline phone number?

• Answer: If your company has signed a Platinum contract, you will find the number in the contract tab within every ticket.

• Question: What if I call the Hotline during regular office hours?

• Answer: You will receive an announcement to use the ticket system.

• Question: Does my company has signed a Platinum SLA with censhare?

• Answer: Have a look to the contract tab in the ticket. Here you can find the signed SLA level.