FAQ
Service & support
Find the right answer to your question.
We offer all the necessary services around BlueSpice so that you can really get started: from the installation and configuration of the system to the migration of content to training, support and consulting. You can find out more here on our website.
The subscription includes free product support, as well as analysis and help in case of faults. Via our ticket system, we record fault reports and analyze the faults. In addition, we provide a free helpdesk for questions regarding the application and configuration, as well as the installation of BlueSpice. This is supplemented by video tutorials on our features.
For services that are not covered by our contractual software provision and product support, Hallo Welt! offers supplementary services and support, which are billed on a time-and-material basis. An overview of these services can be found on our Professional Support page.
For on-premises systems we always recommend to book an additional annual service contingent to be able to import updates or to be able to support you quickly and unbureaucratically in case of further questions, smaller adjustments such as the creation of templates.
The need for annual support is not the same for every customer. But there are very valid empirical values. After an initial consultation, we can give you a reliable recommendation.
For non-standard systems with a lot of customer-specific customizations, we first have to do a specification to be able to suggest a suitable annual service quota.
We are available for you on working days during normal business hours. The exact service hours and SLAs are regulated in the subscription contract in §7 and in the appendices.
This is currently not possible. However, we hope to offer this service in the near future.
Service quotas, especially the Online Service Pack, offer a lower hourly rate and are payable in advance. The required working hours are noted in our ticket system and are deducted from the quota until it is used up. Of course, you will receive a detailed breakdown of the effort at any time upon request.
Our service quotas have a term of one year. Hours that are still open expire after that.
Of course, this is always possible – at the normal daily and hourly rate.
If the information and manuals in the helpdesk are not sufficient for you or you need support, we recommend that you book a training course with us. Our trainings are tailored to your needs and always provide room for questions and exercises. You can also use our trainings to pass on your knowledge to your colleagues in internal trainings later on.
You will find all the necessary information on our training and workshop pages.
