Support & Maintenance
Choose between Basic and Extended Support for your Power IMS modules – transparent, modular, and tailored to your needs.
What do we mean by Support & Maintenance?
Support & Maintenance guarantees the availability and operational readiness of your Power IMS modules. It is billed per module and can be extended or adjusted at any time. This gives you full cost control and you only pay for what you actually use. You can choose between Basic Support and Extended Support.
No Support Contract
Without a signed support contract we assist on a best-effort basis. There are no guaranteed response times, no committed availability and no regular updates included.
Best-Effort Support
We help with urgent issues when possible, but cannot guarantee response or resolution times.
No Service Levels
There are no contractually defined response times, prioritisation or availability commitments.
No Updates Included
Regular patches, hotfixes and feature updates are not included and must be ordered separately when needed.
Our Offering
Basic Support
Basic Support includes all essential services to keep your Power IMS modules stable and available.
Readiness
We keep our infrastructure and specialists ready to respond quickly to your concerns when needed. This ensures stable operation of your modules.
Office-Hour Support
Our support team is available Monday to Friday from 08:00 to 17:00. Requests are prioritised and processed during these hours.
8-Hour Response Time
For critical incidents or urgent questions, we guarantee an initial response within 8 hours of reporting during office hours.
Bug Fixes
Covers the analysis and resolution of errors that occur during regular operation of your Power IMS modules. Patches and hotfixes are applied promptly.
Extended Support
Extended Support expands Basic Support with regular updates and an annual maintenance contingent for planned adjustments.
Includes Basic Support
All Basic Support services are included in Extended Support: readiness, office-hour support, 8-hour response time and bug fixes.
Regular Updates
You receive continuous new features, improvements and security updates. Your module always stays up to date without additional effort.
10h Maintenance Contingent per Year
An annual contingent of 10 hours for planned adjustments, optimisations or extensions of your modules. Ideal for continuous improvement.
Prioritised Support
Requests from Extended Support customers are treated with higher priority, leading to faster resolutions.
What does Basic Support cost?
Basic Support is optional and costs 15% of the license fee per year. This provides you with important patches and technical support. The service can be added or cancelled at any time.
What does Extended Support cost?
Extended Support is optional and includes Basic Support, regular updates and a 10-hour maintenance contingent per year. The exact price depends on scope and modules – we will be happy to provide you with a customised quote.
Bookable Hour Contingents
Need more than the included maintenance contingent? Book additional hour packages for individual further development, customisation or larger adjustments – with attractive volume discounts.
Discounts apply to the standard hourly rate. Unused hours expire at the end of the 12-month term. The maximum discount is 12.5%.
Modular Booking
Support & Maintenance is concluded per module. You decide for which modules you require support. Each module is calculated separately and can be booked or cancelled independently of other modules.
Not Included
- –Individual further development or customisation (always billed separately, even with Extended Support)
- –Training and onboarding of new users
- –Data migrations or import work
- –Adaptations to processes or workflows (except within Extended contingent)
- –Support outside office hours (Mon–Fri, 08:00–17:00)
Questions about Support & Maintenance?
Schedule a meeting. We will be happy to clarify all details regarding scope, pricing, and booking options.