[Service Levels]

Service Level I

The basic service level (Service Level I) includes these service features:

• Telephone advice and support: The DORNER service team answers questions on functionality, use, or application of systems free of cost. The service team advises in detail and gives advice on problem solving.
• Computer supported remote service: The DORNER service team uses innovative service methods, which allow for a computer supported remote diagnosis and service. Should an error occur in one of your applications we guarantee to start a diagnosis-program right away in order to find problems and solve them.
• Preventive-service: The DORNER software service carries out system monitoring in regular intervals. Here, all errors that were recorded are reviewed and searched for disturbance sources. Should any disturbances be found during the system monitoring a preventive service is performed right away.
• Licence service: As part of the basic service level you receive the right to all updates to the programs purchased in the standard package. The service times for basic level service are Monday through Friday from 8.00 AM until 5.00 PM MEZ (GMT+1).

Service Level II

Service Level II includes the full breadth of service included in the basic level service (see: Service Level I). Additionally, for services between 8.00 AM and 17.00 PM MEZ remote service times, modem and telephone costs are included.

Service Level III

Service Level III includes the full breadth of service included in the basic level service (see: Service Level I) as well as a 24/7 service of customer support.

Service Level IV

Service Level IV includes the full breadth of service included in the basic level service (see: Service Level I), as well as a 24/7 customer service, including all modem-time costs.