{"id":420,"date":"2020-04-03T15:24:05","date_gmt":"2020-04-03T13:24:05","guid":{"rendered":"https:\/\/www.os4x.com\/?page_id=420"},"modified":"2020-12-18T13:45:27","modified_gmt":"2020-12-18T12:45:27","slug":"supportorder-2","status":"publish","type":"page","link":"https:\/\/www.os4x.com\/en\/support\/supportorder-2\/","title":{"rendered":"Support order"},"content":{"rendered":"<section   class=\"fw-main-row  auto  fw-section-position-back\"    >\n\t\t\t<div class=\"fw-container\" >\n\t\t<div class=\"fw-row\">\n\t<div id=\"column-69dbc1eeb9f5d\" class=\"fw-col-sm-12 tf-sh-b8f499b887b2c9d7427636cba29d132b\" >\n\t<div class=\"fw-wrap-col-inner clearfix\"   >\n\t\t\t\t<div class=\"fw-col-inner\">\n\t\t\t<div class=\"fw-heading fw-heading-left  tf-sh-059369f9ce6f3cbc7b11f32b944ca7d8\" >\n\t\t\t<h1 class=\"fw-special-title\">Support order<\/h1>\n\t\n\t\n\t<\/div><div class=\"fw-contact-form tf-sh-816cc3ae2fa396143d6f1220ae2114aa\" data-redirect-page=\"http:\/\/www.os4x.com\/kontaktanfrage\/\">\n\t<div class=\"fw-row wrap-forms wrap-contact-forms\">\n\t\t<form data-fw-form-id=\"fw_form\" method=\"post\" action=\"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/420\" class=\"fw_form_fw_form\" data-fw-ext-forms-type=\"contact-forms\" data-trp-original-action=\"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/420\"  ><input type=\"hidden\" name=\"fwf\" value=\"fw_form\" \/><input type=\"hidden\" id=\"_nonce_01379dec945122dc4f3d5beac36257f1\" name=\"_nonce_01379dec945122dc4f3d5beac36257f1\" value=\"14e1a95c13\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/en\/wp-json\/wp\/v2\/pages\/420\" \/><input type=\"hidden\" name=\"fw_ext_forms_form_type\" value=\"contact-forms\" \/><input type=\"hidden\" name=\"fw_ext_forms_form_id\" value=\"816cc3ae2fa396143d6f1220ae2114aa\" \/><div class=\"fw-row\"><\/div><div class=\"fw-row\"><div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t<div class=\"field-text\">\n\t\t\t\t\t<label for=\"id-1\">Name\t\t\t\t<sup>*<\/sup>\t\t\t<\/label>\n\t\t\t\t<input type=\"text\" name=\"text_b3a1832\" placeholder=\"\" value=\"\" id=\"id-1\" class=\"required\" >\n\t\t\t<\/div>\n<\/div><div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t<div class=\"field-text\">\n\t\t\t\t\t<label for=\"id-2\">Your email address\t\t\t\t<sup>*<\/sup>\t\t\t<\/label>\n\t\t\t\t<input type=\"text\" name=\"text_bfe9862\" placeholder=\"\" value=\"\" id=\"id-2\" class=\"required\" >\n\t\t\t<\/div>\n<\/div><\/div><div class=\"fw-row\"><div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t<div class=\"field-text\">\n\t\t\t\t\t<label for=\"id-3\">Telephone number\t\t\t\t\t\t\t<\/label>\n\t\t\t\t<input type=\"text\" name=\"text_7ec5ff6\" placeholder=\"\" value=\"\" id=\"id-3\" >\n\t\t\t<\/div>\n<\/div>\t<div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t\t<div class=\"field-select\">\n\t\t\t\t\t\t\t<label for=\"id-4\">Requested reaction time\t\t\t\t\t<sup>*<\/sup>\t\t\t\t<\/label>\n\t\t\t\t\t\t<select class=\"select-field\" name=\"select_d455650\" id=\"id-4\"  >\n\t\t\t\t\t\t\t\t\t<option value=\"4 Stunden\"  >4 hours<\/option>\n\t\t\t\t\t\t\t\t\t<option value=\"8 Stunde \/ ein Arbeitstag\"  >8 hours \/ one business day<\/option>\n\t\t\t\t\t\t\t\t\t<option value=\"zwei Wochen\"  >two weeks<\/option>\n\t\t\t\t\t\t\t<\/select>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div><div class=\"fw-row\"><div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t<div class=\"field-text\">\n\t\t\t\t\t<label for=\"id-5\">Maximum solution time (hours)\t\t\t\t<sup>*<\/sup>\t\t\t<\/label>\n\t\t\t\t<input type=\"text\" name=\"number_00d13fc\" placeholder=\"\" value=\"\" id=\"id-5\" data-constraint=\"{&quot;type&quot;:&quot;value&quot;,&quot;data&quot;:{&quot;min&quot;:0,&quot;max&quot;:0}}\" class=\"required\" >\n\t\t\t<\/div>\n<\/div>\t<div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t\t<div class=\"field-checkbox input-styled fw-item-one-column\">\n\t\t\t\t\t\t\t<label>Desired contact method\t\t\t\t\t<sup>*<\/sup>\t\t\t\t<\/label>\n\t\t\t\t\t\t<div class=\"custom-checkbox\">\n                <input type=\"hidden\" name=\"checkboxes_9c9ae6f\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"options\">\n\t\t\t\t\t\t<input type=\"checkbox\" name=\"checkboxes_9c9ae6f[]\" value=\"Telefonisch\" id=\"rand-6\"  \/>\n\t\t\t\t\t\t<label for=\"rand-6\">Telephone<\/label>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"options\">\n\t\t\t\t\t\t<input type=\"checkbox\" name=\"checkboxes_9c9ae6f[]\" value=\"Teamviewer\" id=\"rand-7\"  \/>\n\t\t\t\t\t\t<label for=\"rand-7\">Teamviewer<\/label>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"options\">\n\t\t\t\t\t\t<input type=\"checkbox\" name=\"checkboxes_9c9ae6f[]\" value=\"E-Mail\" id=\"rand-8\"  \/>\n\t\t\t\t\t\t<label for=\"rand-8\">E-Mail<\/label>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div><div class=\"fw-row\"><div class=\"fw-col-xs-12 fw-col-sm-6 form-builder-item\">\n\t<div class=\"field-textarea\">\n\t\t\t\t\t<label for=\"id-9\">Comment\t\t\t\t\t\t\t<\/label>\n\t\t\t\t<textarea name=\"textarea_85f9590\" placeholder=\"\" id=\"id-9\" ><\/textarea>\n\t\t\t<\/div>\n<\/div><\/div><div class=\"fw-row\">\n\t\t\t<div class=\"fw-col-sm-12 field-submit text-left\">\n\t\t\t<button type=\"submit\" class=\"fw-btn  fw-btn-md fw-btn-1\" style=\"\">\n\t\t\t\t<span>\n\t\t\t\t\t\t\t\t\t\t\tSubmit\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t<\/button>\n\t\t<\/div>\n\t<\/div><input type=\"hidden\" name=\"trp-form-language\" value=\"en\"\/><\/form>\t<\/div>\n<\/div>\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n\n<div class=\"fw-row\">\n\t<div id=\"column-69dbc1eebadf3\" class=\"fw-col-sm-12 tf-sh-87baf83d44ba43962eba8e335f874101\" >\n\t<div class=\"fw-wrap-col-inner clearfix\"   >\n\t\t\t\t<div class=\"fw-col-inner\">\n\t\t\t<div class=\"fw-heading fw-heading-left  tf-sh-39dd1ffd60fbeb37bf804a93bca49ad3\" >\n\t\t\t<h2 class=\"fw-special-title\">Conditions<\/h2>\n\t\n\t\n\t<\/div><div class=\"fw-text-box tf-sh-b4f7a0a32bbb19c61b12c99628697e51\" >\n\t<div class=\"fw-text-inner\">\n\t\t<p>We offer the following support options in addition to the regular service and update support. If you need instant support, this is the best way to order.<\/p>\n<p><b>Requested reaction time<\/b>\u00a0This is the time you want to have a reaction from us. A reaction is defined as the situation that we have accepted your issue, start working on it and give feedback to you. It does not mean that the issue will be solved in this timeframe, since there are many parameters we cannot influence (i.e. external partner availability, network issues etc.).\u00a0<b>Under normal conditions, we will solve all problems within a very short time, usually within a few hours, sometimes even minutes.<\/b>\u00a0This definition is only our security.<\/p>\n<p><b>Maximum solution time:<\/b>\u00a0This is the maximum time (in hours) we spend on your issue. You will be informed if the maximum time is reached, so you can decide to invest more time into the solving process or not.<\/p>\n<p><b>Desired contact method:<\/b>\u00a0We would like to contact you the most direct way possible, so we can react fast. Telephone contact is prefered, but others may apply, too.<\/p>\n<p><b>What happens after submitting the form:<\/b>\u00a0Our automatic ticket system creates a ticket with the given SLA (see \"<i>reaction time<\/i>\" above). You will be contacted by a support staff member as fast as possible, where all details will be discussed. The automatic ticket system supports escalations, so if your ticket has not started within the half of the reaction timeframe, the operating management takes care your case gets a higher priority.<\/p>\n<p><b>What if my reaction time is missed:<\/b>\u00a0You only pay for what you get, so if you i.e. request a 4h reaction time, but unfortunately we answer after 6h, you only pay for the 8h SLA. The nearest possible SLA is taken into account.<\/p>\n<p><b>What if my support option already covers the 2 weeks request:<\/b>\u00a0In this case you don't have to pay anything.<\/p>\n<p><b>What if a bug in OS4X causes the problem:<\/b>\u00a0Then you don't have to pay anything. The bug will be fixed as soon as possible and a software update will be released.<\/p>\n\t<\/div>\n<\/div>\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n\n<div class=\"fw-row\">\n\t<div id=\"column-69dbc1eebaf9f\" class=\"fw-col-sm-12 tf-sh-00fb0c5b32a44907382a9cc059b57054\" >\n\t<div class=\"fw-wrap-col-inner clearfix\"   >\n\t\t\t\t<div class=\"fw-col-inner\">\n\t\t\t<div class=\"fw-heading fw-heading-left  tf-sh-889295879b4dbd3f399ff0ee853ee1eb\" >\n\t\t\t<h2 class=\"fw-special-title\">SLA<\/h2>\n\t\n\t\n\t<\/div><div class=\"fw-text-box tf-sh-ec89b1bcf88179f4d52e81ba8a5d3d0d\" >\n\t<div class=\"fw-text-inner\">\n\t\t<p class=\"bodytext\">The service level agreements defines the following timeframes:<\/p>\n<p>4 hours: This timeframe is available at 24\/7\/365, in words: every day of the year, every hour possible without limitations.<\/p>\n<p>8 hours: Also entitled as \"one business day\", this timeframe is defined for the timeframe starting at 9.00am GMT+1 until 5.00pm GMT+1, starting from monday (start of the week) until friday (last day of the working week). German public holidays are excluded (i.e. New Years Day, Easter monday etc.).<\/p>\n<p>2 weeks: This timeframe is defined for 14 days between monday and friday (also known as working week) with business hours starting from 9.00am GMT+1 until 5.00pm GMT+1. These 14 days include also Saturday and Sunday (on which no reaction is available), so 14 days starting at monday end up at the monday after 14 calendar days, 14 days after saturday end at the monday 16 days later.<\/p>\n\t<\/div>\n<\/div>\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n\n<div class=\"fw-row\">\n\t<div id=\"column-69dbc1eebb0fb\" class=\"fw-col-sm-12 tf-sh-0b78145d921cc34bf9927c4a34e170a0\" >\n\t<div class=\"fw-wrap-col-inner clearfix\"   >\n\t\t\t\t<div class=\"fw-col-inner\">\n\t\t\t<div class=\"fw-heading fw-heading-left  tf-sh-54aa5bd018ce23987bc6c9663c6e27d4\" >\n\t\t\t<h2 class=\"fw-special-title\">Support prices<\/h2>\n\t\n\t\n\t<\/div><div class=\"fw-text-box tf-sh-847a59f7ccf67ba1bc31191f29fbf970\" >\n\t<div class=\"fw-text-inner\">\n\t\t<p class=\"bodytext\">The calculation unit for support is 15 minutes.<br \/>In case your ticket has started within the requested reaction timeframe, the pricing for the used timeframe is:<\/p>\n<table class=\"contenttable\">\n<tbody>\n<tr>\n<td>2 weeks:<\/td>\n<td>35,00 \u20ac per 15 minutes (equals 140,00 \u20ac per hour)<\/td>\n<\/tr>\n<tr>\n<td>8 hours \/ one business day:<\/td>\n<td>50,00 \u20ac per 15 minutes (equals 200,00 \u20ac per hour)<\/td>\n<\/tr>\n<tr>\n<td>4 hours:<\/td>\n<td>75,00 \u20ac per 15 minutes (equals 300,00 \u20ac per hour)<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p class=\"bodytext\">In case your ticket has not started within the requested reaction timeframe, the nearest SLA takes place (order: 4h -&gt; 8h -&gt; 2 weeks). Support time is 9:00am CE(S)T until 5:00pm CE(S)T during weekdays (monday until friday, excluding german national holidays). According to prior agreement, support outside of this timeframe is possible for an extra charge.<\/p>\n\t<\/div>\n<\/div>\t\t<\/div>\n\t<\/div>\n<\/div><\/div>\n\n\t<\/div>\n\t<\/section>","protected":false},"excerpt":{"rendered":"<p>Supportbestellung Ihr Name * Ihre E-Mail-Adresse * Telefonnummer Erwartete Reaktionszeit * 4 Stunden 8 Stunde \/ ein Arbeitstag zwei Wochen Maximale L\u00f6sungszeit (Stunden) * Gew\u00fcnschte Kontaktmethode * Telefonisch Teamviewer E-Mail Kommentar Submit Bedingungen Wir bieten einen erweiterten Support zus\u00e4tzlich zum regul\u00e4ren Wartungs-Support an. Um zus\u00e4tzliche Dienstleistungen schnell zu erhalten ist dies die beste M\u00f6glichkeit. Erwartete [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":27,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"visual-builder-template.php","meta":{"footnotes":""},"class_list":["post-420","page","type-page","status-publish","hentry"],"aioseo_notices":[],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/420","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/comments?post=420"}],"version-history":[{"count":12,"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/420\/revisions"}],"predecessor-version":[{"id":865,"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/420\/revisions\/865"}],"up":[{"embeddable":true,"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/pages\/27"}],"wp:attachment":[{"href":"https:\/\/www.os4x.com\/en\/wp-json\/wp\/v2\/media?parent=420"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}