The difference between Standard and Premium Support is as follows:
a.) Standard Support (SaaS & On-Premise)
The standard support includes the clarification of malfunctions, as far as this is possible via remote support; the temporary assistance (development of workarounds) in case of malfunctions, as far as this is possible without changes to the source code of the supported products. Support for other software is not provided under this agreement.
The decision as to whether a software error of the supported products is present is made by AppTec. AppTec determines the response time but does not guarantee that the problem will be solved within the response time. The response times are defined on the basis of the existing fault class (see Processing: Troubleshooting during the defined support times).
b.) Premium Support AddOn (SaaS & On-Premise)
In addition to standard support, the premium support includes the clarification of questions regarding the use of the supported products as well as the clarification of operating errors, as far as this is possible via remote support. Support for other software is not provided under this agreement.
Exclusion of support services
Technical support for pre-installed third-party software shipped with the virtual appliance is excluded or only available for an additional fee. Third-party software is e.g. Linux, Apache, MySQL and the virtual machine.