Service Reports
Service Reports
Gain regular, actionable insights into support performance by receiving monthly reports for the previous, completed calendar month. These can serve as a basis for process optimization of your projects.
The perfect support for critical workloads
Support requirements are constantly increasing, especially when services for business-critical processes are affected by disruptions. That's why we at STACKIT offer a support plan that meets the highest demands and goes far beyond the usual market service.
With STACKIT Ultimate Support, we are setting new standards: not only do we guarantee a response time of 15 minutes around the clock - you will also receive a qualified response with an initial problem assessment within 30 minutes in the event of business-critical faults.
Your added value with Ultimate Support
Dedicated number
Dedicated number
You will receive a dedicated telephone number that you can use to submit support requests to STACKIT. Calls received via this number are prioritized over the public STACKIT hotline.
24/7 escalation management
24/7 escalation management
In the event of a business-critical fault, you can activate a STACKIT escalation manager 30 minutes after opening the ticket. Once activated, the escalation manager takes over the internal coordination and prioritization of the business-critical incident to ensure the fastest possible troubleshooting.
Training and consulting
Training and consulting
To support you in the successful implementation and use of our cloud technologies, we offer you direct access to our STACKIT experts for individual consulting and training with Ultimate Support. In this way, we help your company to make optimum use of our cloud services and to achieve your goals in an efficient and targeted manner.
24/7 Service time
24/7 Service time
With our Ultimate Support, you are always in the best hands: we offer you year-round support, 24 hours a day, 7 days a week. This means that our dedicated support team is always available 365 days a year to deal with your queries.
15 minutes reaction time
15 minutes reaction time
The Reaction Time is the time between STACKIT receiving your ticket and the moment a support employee starts working on it.
30 minutes response time
30 minutes response time
The Response Time is the time it takes a STACKIT expert to provide you with the first qualified assessment of their investigation.
Advantages of STACKIT Ultimate Support
No more complex service structures
We only differentiate between two priorities - business-critical and non-business-critical.
Fastest support for critical systems
With a qualified response within 30 minutes for business-critical
business-critical faults, we are setting new standards for targeted support when it is needed most.
Transparent and service-oriented
You receive detailed monthly reports on the support services.
STACKIT Ultimate Support at a glance
Support location | Europe |
Support languages | German and English |
Channels | Telephone (dedicated number per customer), STACKIT Portal, STACKIT Help Center |
Service hours | 24/7 |
Response time | 15 minutes |
Response time | Business-critical incidents: 30 minutes Incidents: 2 hours Service requests are answered within of 4 hours during business hours from Monday - Friday between 08:00 and 18:00. |
Services included | 1. dedicated number 2. Service reports 3. 24/7 escalation management 4. Training and consulting |
Pricing | Individual depending on the desired scope of support and project structure |
Request for a STACKIT Ultimate Support Plan
Are you interested in STACKIT Ultimate Support? We will be happy to provide you with further information and a suitable offer in a personal meeting. Please contact us at any time. Please let us know in the form that you would like us to contact you about Ultimate Support.